I purchased a bed from Select Comfort at one of there locations in June/July of 2007. I have had no issues with this King 7000 bed until this year (2011). From normal use the top of my bed (the pillowtop) has started to fall apart. The threads seem to have come apart and there are holes starting in the pillowtop where I sleep on it at night (I'm assuming this is from rolling over, DEFECTIVE DESIGN, cheap materials).
Anyway, I called select comfort to get this replaced under the "Warranty" that comes with the bed. When I purchased the bed I understood that there is a 20 year limited warranty and that replacement cost would be prorated. I resigned myself that I may have to pay something to get this defective product fixed but I felt like I had no choice as the problem is keeps getting worse. However, I thought a reputable company would replace DEFECTIVE MERCHANDISE. Something that costs $2,700.00 dollars simply should not fall apart like this after a few years.
Here is where Select Comfort's true business practices become apparent. I call the company to see what this replacement is going to cost. The first rep that I speak to tells me he can't find me in the system.....and after a few minutes tells me he is going to search a different way...he puts me on hold and after 5 minutes then hangs up on me...Awesome customer service.
So, I call again and get a new customer rep. Same problem. After giving him my address multiple times, my name, etc, etc. He can't find anything in the system for me either. I explain to him that I moved and I don't have the invoice but I did pay for it with my credit card (had a 0% offer from them at the time) and the approximate date. He proceeds to tell me that there is just simply "NO WAY" that I purchased this bed from select comfort. He asks me multiple times, "Did you buy this from a reseller? From a wholesaler?" to which I responded no it was purchased new from your store. So after being told basically there is no way I purchased this bed from select comfort he tells me I need to find my invoice. I tell him I will look but I believe I lost it in my move but I will look for it. What a great way to treat your customer....Don't have invoice in front of you? Well you aren't in our system so you are a liar.
Then this guy goes on to try to completely alienate me as a customer. I ask so assuming I find my invoice what will the replacement cost be $350.00. Yes, $350.00 dollars to replace there defective part. This is a scam. I don't care about your "warranty" select comfort. If something is defective you replace it. I have never in my life own a mattress that came apart and had holes in it after 4 years. Then the guy tells me If I can't find my receipt that the replacement cost for the pillowtop is $968 dollars. Yes, i typed that correctly. To replace this its is $968 dollars or a third of the cost of the bed.
I don't know how in good conscious anyone can work for this company. This is a rip-off. While I have not decided what I am going to to do I am positive that I am going to report this to the BBB and maybe institute a suit in small claims court.
So to sum it up for everyone. RUDE EMPLOYEES, COMPANY DOES NOT STAND BY ITS PRODUCTS, THE MERCHANDISE IS DEFECTIVE, AND AFTER GIVING THEM THOUSANDS OF DOLLARS IT IS YOUR PROBLEM. IF I WERE YOU I'D SAVE MY MONEY AND PURCHASE A BED FROM SOMEONE LOCAL OR FROM A REPUTABLE BUSINESS. SELECT COMFORT CLEARLY DOES NOT LIVE UP TO THIS EXPECTATION AND YOU WILL END UP WITH AN EXPENSIVE BED THAT IS ESSENTIALLY JUNK AFTER A FEW YEARS.
Dear Select Comfort Employees: I'm sure you are going to write a response on here that you want to help me. DO YOU DON'T. I have called multiple times and NOBODY WANTS TO HELP ME, and BECAUSE I AM NOT IN YOUR RECORDS (WHICH HAVE TO BE POOR TO VERY, VERY POOR SOURCE OF CUSTOMER INFORMATION) you don't won't help me other try to steal money from me by trying to get me to PAY FOR SOMETHING I ALREADY PAID FOR. If I were you, even in a poor economy, would quit my job and go were somewhere else that has simple morals, stands behind their product, and doesn't ask me to commit fraud on customers.
Even if this report saves one person from Select Comfort I will feel like it was worth the time to write this report. I will tell my story to anyone who I know it looking to purchase a mattress, too.
Hope I have help you!