Getting a good night's sleep

Select Comfort • Intro • Consumer Complaints • Compliments

denise of ft. worth, TX September 21, 2009

In December 2007 I was approved for the single chamber full 4000 bed. At that time I inquired about their 20 year warranty and was told by Richard S that my bed and all parts would be completely covered for the entire 20 years including all shipping at absolutely no charge to me. There was no mention of a prorated warranty at any time. The paperwork that I saw and signed also did not mention it as well. He did tell me that there would be a 200.00 delivery and set up fee as well as a 200.00 pickup fee if I did not like the bed for whatever reason so long as it was in the 30 days.

They delivered it January 12, 2008. Setup and delivery went well and they showed me how to use it. I was told to start with a 35 and if needed put it on the next setting and try that for 3 nights and so on until you get to your number. It did take me about a month. My number was a 55. I put up the remote for a month and never looked at it or changed it. The next day I was curiuos and checked it, but it registered a 30. No wonder my bed was feeling softer all this time. I called cs and at that time they did not hassle me. They said that fluctuations between 3 settings was normal(each setting is a 5)up or down and that since I liked a 55 then my reading should be at most 70 to 40, but not lower than 40. My number was a 25. I really don’t know when this occurred.

I was told to air the chamber to a 70(seems like you have to increase it to 3 settings above desired number due to air loss when the hose is removed and the cap is put on)and then cap it off and wait 3 nights. If you feel that there is not a noticeable amount of air gone, then it is the pump and not the chamber. After 3 nights it felt o.k.. They sent me a refurbished pump. After I received the pump in April 2008, I attached it to the chamber. This time I kept a nightly chart in which after putting it back on a 55 I would check it while laying in the same sleep position while still in bed. Things were o.k. for 3 days and then the number I selected was much lower.

In October 2008 it kept leaking. I called cs and they sent me a chamber. It arrived and I put it in the bed, aired it up(a refurbished one)and restored it to a 55, made out my chart and the same old thing every night, only this time it was worse. August 30, 2009 I checked the reviews on Epinions because I wanted to know if I was not doing anything wrong and found out just how common this problem was. Also discovered their so-called free 20 year warranty really was and just how many negative results there were, about 48 out of 53 were bad. I called the mall where I purchased the bed and asked about their 20 year free warranty. He (Dan)said that it takes about 2 years to find most defects and that should be plenty of time and after that we consumers are responsible for shelling out money and footing the cost of repair and that Select Comfort puts their part in.

I explained that I was on my second pump and replacement chamber and that I’m tired of dealing with incompitent, condecending and right-out rude customer service. He said between you and me if you come to the store today I will give you a brand new, not refurbished, motor. When I got there with the second used pump he gave me a new pump, never out of the box. He said there is a 3% return rate. This did not make any sense because I read too many complaints on the web, I knew he was lying to me. He actually was easy to deal with. The cs idiots when they find out that you actually do have a working brain and speak your mind, then they get upset and lash out including the supervisors.

When I talked to the supervisor September 19, 2009 he explained the warranty and told me that I should of read the warranty before purchasing the bed. I told him that the large blue booklet that you get that had the warranty in it(oh, by the way the warranty information is way, way, way in the back of this booklet. kinda sneaky) I did not receive this information until after I was approved(never ever finance beds)and not until a month after the bed was delivered.

I purchased a twin bed 4000 for guests and when I did, it put me to the max on my credit in the store. He (cs) told me that I could of had the bed returned if I did not like their warranty, since I was at my limit then they would not have approved me for the pickup fees on two beds, 400.00 in all, so it was not until a month after both beds were delivered that I received that famous big blue booklet which had the warranty information in it way in the back, so how could I have known about their warranty being prorated after 2 years? They are trying to hide the fact that they are deceptive. If the sales person had wanted me to know upfront about their prorated warranty after the 2 years then Richard S would have told me. He only mentioned that the warranty (20 years) was free and not limited and that at any time in the 20 year period if anything went wrong it would not cost me extra.

The guest bed we have already has a defective wired remote, the numbers are going out only after 19 months. I have 3 more months before this warranty expires. I thought about having another pump sent for that bed, but after hearing all the bad reports on refurbished pumps, I am not going to have a second one sent, maybe that one will be worse. The twin sized one has the original pump which the remote is messed up. The full size bed is on the second chamber and third pump. When this pump goes out then I will buy a bicyc le pump at Walmarts instead. No way am I going to put any more money in their pockets. I will continue to pay on my account and when it’s paid in full then I will buy a Beautyrest by Simmons, which if I knew then what I know now then I would of kept on going towards another bed store. I have about 3000.00 to go. The full sized bed is leaking, having to fill it once a weak. I do not reccommend this bed to anyone. I had a Beautyrest by Simmons for 7 years and never had a problem with it, just ran out of space for a queen sized bed. Also I am now experiencing pressure points under my hip and the sides are arching out. I have had both beds for 19 months and at this rate I do not expect these beds to last. These beds are overpriced and overhyped piece of junk. Buyer Beware!!!!!!!!

Maggie of Aston, PA September 18, 2009

Since I purchased this bed almost 2 years ago (after researching this on Consumer Reports and seeing good commments, I have had nothing but problems of falling to the center of the bed. I now see all the same similar complaints on this site. I have called numerous times. I have all names and detailed conversations. They were very courteous and have sent extra foam and tried to walk me through all kinds of trouble shooting. I told them I don’t want this put off until it’s out of warranty. I will say they have been nice but that is not solving the issue. This bed should be recalled and I want a refund. Now they have sent a third piece of extra foam for the center of the bed but we did not pay 1800 to have all these issues and have to extra foam to prevent leaning in the center.

geraard of schererville, IN September 17, 2009

I had ordrerd a bed 8/09 on the web so I thought something is funny since I did not recieve a confirmation number on my email nor did I here anything else about it. So we took our daughter to bloomington, in and went to the select comfort store there and went to purchase one but we asked if there was another one ordered. Well the person checked and said there was not one on ordered. Well select comfort had sent the bed to bloomington but this is where the fun starts they had also sent another bed sometime (8/25/09) so no one had knew that one was droped off at my daughters place in the back by ups and no card or anything saying boxes are in the back. My daughter found them on (09/16/09) so it has been rainning and so on so she/someone made contact I believe she made since select comfort didn’t know they were out there. I called customer service and of course the first person to help me didn’t have any idea I was talking about so I asked for her supervisor and I finally did and so far he was no help since again they have no idea the bed was sent. I have been wasting my time talking to this guy Chad (0917/09) from select comfort. I would not buy from this place again since no one has a clue.I’ll still have to contact select to get my compensation for this fiasco and let them know that im another disgruntalled customer.

Colleen of White Plains, MD September 16, 2009

I filed my initial complaint on this pathetic company and operation on September 5, 2009. I would like to provide an update on the status of my refund. NOTHING! I have repeatedly called this company to find out where my refund is, and every time I call, I’m given a different excuse on why it is not processed yet. The excuses run the gamit –they are working with the company that did the delivery to see where the bed is; or working to process the RMA; or waiting on accounting to process the return. Each time it is that they will need 6-10 days to process. I called the delivery company which closed out the bed return 2 weeks ago. Customer Service will not give out any other phone #s to elevate the issue. This is totally disgusting. DO NOT DO ANY BUSINESS WITH THIS COMPANY. THEY ARE CROOKS! I would like to know how to get my refund without having to sue the company?

Char of Fargo, ND September 16, 2009

We bought a sleep number bed in 2001. Have had to have the pump replaced 4 times. In researching our orders, they had sent us ‘refurbished’ pumps 3 of the four times. It is expensive to keep buying pumps, and pumps that don’t last. I would not recommend this bed at all. This last time, the pump they sent lasted one month. I have gotten rid of the bed and went back to a regular mattress.

Jean of Mount Vernon, MO September 15, 2009

Had simular problems with select comfort bed, bowing sides, losing air, rolling to the middle, waking up with backaches. Called for help several times, purchased, at prorated cost, a new pillow-top mattress cover, tried foam that company sent, no luck. We too feel that the company does not care, after purchase, about customer satifaction or customer service.

We bought the bed to help with my husbands bad back, was great for a few years, now causes much discomfort, debating whether we should get a standard bed and dispose of our pricey select comfort bed.

SANJEEV of Munster, IN September 15, 2009

DO NOT BUY BEDS FROM THIS COMPANY Their entire advertising about these Beds is totally hype and misleading. Yes, the beds are full of air, but they do not work ! We bought this bed for 4500. The Pumps that fill the air keep failing and not working. The replacement Pumps they send us do not work – DEAD ON ARRIVAL – when we called them back for a replacement, their attitude is – it’s going to cost you the cost of the Pump minus a prorated % – i.e, you are still out 200-300 per every pump that they replace every time you call. Take it or take a hike.

The Pumps they send – do not work. They only have a 30 day warranty. In my case, I did not get around to replacing the actual unit within the 30 days from when they shipped it to me. When I did finally get around to plugging the Replacement Pump into the Bed, IT DID NOT WORK! When I called them to find out what to do next, they basically told me TOUGH LUCK. Since it was only covered for 30 days from when they shipped it to me and it’s past 30 days now, I have to pay 200 to get a replacement Pump for the DOA Defective Pump they sent to me in the first place.

BAD ATTITUDE, BAD COMPANY, Basically, they figure, as long as you have paid the 4500 you will have no option but to keep forking over the additional money to get the pump replaced. Their 20 Year warranty is: First 2 years is 100%, after that every time they replace a component it’s at the FULL LIST PRICE minus a prorated cost of the warranty…So basically its a good profit center for them. We have had this for 4 years and are now on our 3rd Pump.

People: ALSO keep this in Mind – they send you the replacement Parts – they DO NOT SEND someone to replace it or fix it…so you better be handy in trying to get all the hoses etc plugged in. Bottom line: This is a BAD Deal. I am surprised the no attorney has filed a CLASS ACTION LAWSUIT against Select Comfort for providing a defective item or States Attorney General has sued this company over this unethical behaviour.

Chip of Wesley Chapel, FL September 15, 2009

Purchased a sleep number queen size in 2008 and have experienced the loss of pressure twice. I did some trouble shooting knowing that usually leaks occur at the connections and found it on the male end of the connector under the o-ring where it had a break and would leak out. This was the case both times and each time, I was sent another air chamber at no charge and sent the defective parts back with a label for shipping through UPS, also no charge to me. Next problem is the trench in the middle. I’m a sleep number 45 where my wife is a 50-55 which is not much difference, but we have had the trench from the begining and anyone who has the queen set knows there is not much room for yourself when trying to avoid the middle. The chamber lift foam is on its way- my cost at 23.29 s/h included. I didnt fight that, I just want to sleep. Now the customer rep advised to place lift under my side (the heavier) and if that does’nt work, slide it toward the center. This person states to have a queen size sleep number and has experienced the same problem. So, we will see.

susan of west Hempstead, NY September 15, 2009

In january 09 I purchased a 6000 bed from select comfort store in Westbury, NY. Since that time I’ve had nothing but problems and issues. Bed was never installed properly and after numberous calls to customer service they finally admitted in june 09 that yes, my bed was indeed set up improperly. I had until then been sleeping in a foam pad the size of a crib. They had told me numerous time before that this was “normal” and just the getting used to the sleep number “delight: of the bed. Upon taking the bed apart, I noticed I was missing the memory foam as well. And to top it all off…the charcoal colored foam that surrounds the bed was moldy. I am not finished yet. My mattress also hangs over the box spring by a good 4-5 inches. I have been having headaches and eye infections since june 09. Select Comfort has no in home service department. There is nobody to come to your home to fix and or check their beds! If you need service (as a new non moldy foam) they mail you one and you are to put it on yourself.

After what must have been 30-40 calls to customer service (with an average wait time of 7-20 minutes) they very rudely agreed to send over some from their delivery to reset up my bed. They are due to come next week I cultured from a at home mold kit a piece of my bed foam and within 4 days the entire dish was covered in mold. I called customer service and even brought my mold kit into the sleep number store. They are so rude and arrogant insisting that I send them the original mold sample (I have the entire bed as a sample) along with pictures. They are so unbelievable as to only give me the name (first name only) of the suupervisor of customer service as to where to send my information. I suffer from headaches that I can document and also have had severe eye infections that I can document as well. I want my money back and I want Select Comfort, the scam artist of the year company, to take this bed back!

Jim of Sedona, AZ September 14, 2009

I bought my bed in maybe 2001. Probably it has always leaked but it took me forever to realize it was leaking down. I just assumed adding air was what you did. I finally got into new pumps from the company. The last pump was about two years ago. It worked for about 6 months. When I called they wanted to charge me for a new pump again – seems to be a side income stream – they will dicker on price if you talk to a supervisor but everybody on this page knows that. Finally, they sent me a new pump. It was bad. They sent me anothe pump, but it had cabled controls and mine was remote. They sent me another and it worked for the token 6 weeks/several months, etc. Seems they just want to sell pumps. The latest is, I have severals pumps including the cabled one. They all leak. Finally someone decided to send o-rings. Good idea but not the solution. Would you think that if I put air in the mattress and stand it up against the wall for a few days and it holds air, that the problem is not the mattress?

So, I think the company is a horrible mess. I feel sorry for the people that work there. Must not be better jobs available.. I am curious about the remarks of James of Coweta, OK on September 13, 2009. He said there were minute cracks somewhere in the hose. I am looking for that now. Just a bit of history.. The old remote control used to tell you what the pressure is in present time and now it doesn’t. If the new remote control is set on 50 and you check it the next day, it is still on 50. You have to change the setting for the pump to add air or deflate so any leaking is masked. You can no longer turn the remote on to see what the pressure actually is. The old remote, of course I still have one, shows what the actual pressure is the next morning, or rising or falling based on body heat, adding air to the other bladder, etc. Can’t imagine why they no longer off the remote that tells you how much air is presently in the bladder.. Mine leaks down from 50 to 35 or so over night and then down to 10 by the 2nd night. I have to “load” it every night but it won’t hold a “charge” all night.

I wish I could “cap” the male bladder fitting. Any thoughts out there? I have no/very little mold after 10 years, the foam seems to be fine but you would think this mattress is capable of lasting indefinitely. But I think the company is more interesting in “it” lasting indefinitely, i.e, new pumps now and then. Wish I could figure out the problem with mine. A tempurpedic mattress is 2K but that is where I am headed. An air mattress is also easy to move.. Light, one person can move it around. I will miss that feature. Recommended? No. Thoughts about the company? Bad news.

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