Dear Select Comfort
Dear Select Comfort,
I Just thought you'd like to know. A friend and colleague emailed me to ask about buying one of your beds, since he knows I have one. Unfortunately, he won't be buying a bed from you, because I told him the truth about the horrendous quality problems I've had with our Select Comfort bed. Since we're on our second broken pump now, and your "20 year warrantee" is actually a bogus switcheroo. (For those who aren't familiar with the Select Comfort, fake 20-year warrantee, the warrantee is prorated, so Select Comfort now wants a few hundred bucks, or roughly 15% of the original purchase price, to replace a pump system that's been a frustrating series of lemons ever since we bought the thing.)
Prior defects (luckily coming in before the prorating began, a year into ownership) included interior bed foam that grew large and disgusting mold cultures as well as, IIRC, a cover issue.
Given that Select Comfort has about a 60% gross margin on beds, assuming they got a middle of the road, $1,500 bed, Select Comfort just lost out on $900 gross profit. All told, I've shooed 5 or 6 of my friends away from Select Comfort beds over the past year or so, because of the low quality of the pump unit and the bogus warrantee. The beds are quite comfortable, but only when they work.
In the last year, after we moved, we also considered upgrading to a top-of-the-line King, but couldn't bear the thought that we'd have pump problems with another very expensive bed. That's $4,500 or more in gross profits Select Comfort could probably have used, but didn't get.
All for the sake of not doing the right thing, which is replacing my lemon of a pump unit (whose first malfunction came in the 100% warrantee period, and was replaced with a dirty -- I assume returned and perhaps not reconditioned pump) for free. Assuming that unit cost them $600 (I think that's what they said it cost) then they'd be up nearly $4k.
This is how businesses go to seed, especially when they deal in expensive, rarely-replaced goods that are alleged to be of high quality, backed by a bullet-proof warrantee.