I am not one to complain but found that I am in a situation where in my opinion, unfair business practices, lack of customer service and false advertising are 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 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 surprised as when we were initialing our paperwork, the sales person was speaking to us and almost diverting our attention away from that clause and never explained that to us, just 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 but 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, it equaled the superior model. 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 "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 even readily available in the showroom and there is a one time exchange with a $159 home delivery charge and a $199 exchange charge for a toal of $358.00.
After not hearing back from his office, I called and had left a message for one of his "CEO Assistants". After playing phone tage 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 coul dnot do a thing for me. 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 is the other beds are double the price of the bed we were sold. I feel as if this is their way a classic bait and switch. They bait you into buying this limited edition bed, do not allow the return like the bed in the showroom and force the customer into purchasing a more expensive bed. After looking 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 and continue to be misled my Select Comfort.
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