Complain about a product or service

Select Comfort - 30-Night Trial

Laura of South Pasadena CA (5/16/04):
Select Comfort guarantees a "risk free" 30 day trial. They claim that you have nothing to lose by trying their beds out. It's not the truth though. We bought a bed from them for $2400.00 with the expectation that if we are not completely satisfied we could simply return it. From the moment it arrived, we were unsatisfied.

Select Comfort
• 30-Night Trial
• Disputed Orders
• Mold
• Trench Effect
• Uncomfortable
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• Compliments

It is nothing more than a blow-up mattress with foam covering it. If you inflate the mattress to a firm setting, you feel like you're on top of a bubble, which you are - it does not inflate evenly. I called Select Comfort within two days of receiving the product requesting to return the product. I was told that they would not take the "Adjustable Frame" back, only the mattress. I was told that I signed a waiver. No, I did not sign anything, my husband purchased the bed for us. He was rushed through the "initial here" and "initial there" for delivery purposes. Nothing was ever said about not being able to return the entire bed.

The "adjustable frame" is $1500 of the purchase, which they are claiming is nonrefundable. I have contacted the company repeatedly, but they are robotic and just keep repeating themselves. They are not problem solvers, to say the least.

We feel that we have been scammed. We spent one night on that cheap air mattress and woke up with back pain ...now we have pain from the amount of money and time we have wasted on this worthless bed.

Cheri of Everett MA (2/15/04):
I purchased a bed from Select Comfort and after a few nights was very unhappy. The sleepable area of the king was more like a queen. A large weight difference between my husband and I made the dual chambers extremely counter-productive rather than the claims made in all the demos.

In light of these problems we decided to return the bed. Four days had passed since we received the bed (about 9 days since we paid in full). When we called to find out how to go about the refund and return process, we were informed that our purchase was a final sale. This took us by sur prize as we were under the impression there was a 30-day return policy.

A customer service supervisor told us we bought a clearance bed and that it was a final sale. We were never told or given the slightest hint of this, we thought we just got a great deal. Nowhere on our invoice or on anything concerning our purchase did it say we wouldn't be able to return it. I spoke with customer service many times and none of the people I spoke to would acknowledge a copy of the Massachusetts law I found that clearly states (Mass. Gen. Law Chapter 93A 940 Code of Mass. Regs. 3.13) that a seller can have any type of return policy it wants ... "all sales final," "merchandise credit only," "full cash refunds within 30 days," etc. .. but that the seller's refund, return, or cancellation policy must be disclosed to the buyer clearly and conspicuously before the transaction is completed.

Usually, this is done by means of a sign at the point of purchase. Printing the store's return policy only on a cash register sales slip does not comply. You may return goods within a reasonable period of time if no return policy was disclosed. A seller cannot misrepresent its refund, return, or cancellation policy, or fail to honor any promises about it.

We are stuck with a bed that is very uncomfortable for my husband and myself and all we want is a refund. $1600 is a lot of money for regular people like us to throw away and we are losing sleep over it!

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