Early August we purchased Select Comfort beds to replace beds destroyed in hurricane Ike, we decided on closeout beds after asking both on the phone and in store if they were refurbished. We were promised that they were not by both. We ordered them and were told that they would arrive in 3-4 weeks.
6 weeks later I called to inquire about the shipping status, I was told they weren't shipped and no one knew why, they would look into it and I would have my beds in a week. 8 weeks after the order was placed, I called and was told that they still hadn't shipped and they still didn't know why. I was lucky that time, the sympathetic customer service rep promised a call back to let me know what was going on. She called back within 2 hours and 3 days later I received my beds.
Upon receipt (early October), I noticed the beds were refurbished!!! I attempted to call customer service for 3-4 days with multiple different phone numbers at all hours of the day/night. I kept getting a fast busy signal. I began wondering if the company was closing or going bankrupt.
I finally get a very nice customer service supervisor who tells me that I can either refuse shipment of the foundations and get them replaced or refuse the entire shipment and get a refund. I initially opted for a full refund with the option to change my mind once I calmed down. 4 days later I called them back and asked to change to the replacement foundation option, I was told that would be fine and I would have replacement foundations 1-2 weeks after they received the refused shipment. UPS came later that day and picked up the foundations.
It is now mid-December, I have no foundations, no refund. I call customer service and am told that the person who was supposed to cancel the refund didn't and now the check has been issued but not mailed, they would call me back later or the next day-no call. 3 days later I called back. I am told that they can't cancel the payment, they haven't mailed it, but I can't get replcement foundations until they straighten things out in accounting, they will try to call and get that expidited. They will call me back and let me know what they can do to get me replacement foundations sooner. Expect a call later today or tomorrow-no call. 2 days later I call again.
Crystal, the customer service supervisor informed me that the phones were never down and therefore I am lying about not being able to get through. I am informed that due to end of year accounting issues the check won't be dealt with until late Jan/early Feb but if I want beds any sooner, I could purchase them, but there are no guarantees that they will be able to refund ANY of my money on the partial returned shipment!!! She was incredibly rude and told me it was MY FAULT for refusing shipment (which they told me to do) and now I had to deal with the consequences. She refused to allow me to speak with her superior, stating that there isn't one (hmmm, don't think she owns the company), refused to give me a last name or ID number, refused to give me the address of corporate, etc. Etc.
This entire experience has been a nighmare from start to... (I would say finish, but it isn't finished-and there is no end in sight).
I have out of town elderly company visiting for the holidays and nowhere for them to sleep. I will likely have to put them up in a hotel since they won't be able to sleep on the floor-as we have been doing since August... AFTER spending $ on beds over 4 months ago.
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