Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I recently received some foam from the foam factory. Upon receiving the foam when i started to cut it I saw that it had been peeling, breaking apart, and other things that was deteriating the foam. After reaching out to the foam factory I was told that they will not replace it, because it was past 21 days, instead I am left with defective foam, that I cannot use. Really disappointed, I would hope they would want to keep my business since I continue to buy from them. I would hope they would just send out a new sheet of what I bought to make things right!

  

  Business Response

  Date: 07/23/2024

  7-23-2024
  
  RE:        Case Number: 22003005 
                 *********************************
  
  We are sorry that the customer is not satisfied with the product. We will work with the customer to resolve the issue.
  
  The product was used in a manner that it was not designed for. Furthermore, the product was not returned within the 21 days of the shipping date. A return of the product will not be accepted because of these issues.
  
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer Answer

  Date: 07/23/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear be
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  Hello, this item was not used in a manner that it was not supposed to be used. It was kept in printed packaging and when it was taken out of the box several weeks later the item was already defective, you saying this item was not used properly is bullcrap. You guys have not tried to communicate with me to resolve this, I was told I would get a call from a supervisor, never did, you guys dont return my emails. This is bullcrap.
  Regards,
  
  *********************************

  

  Business Response

  Date: 08/01/2024

  8-1-2024
  
  RE:        Case Number: 22003005 
                 *********************************
  
  We are sorry that the customer is not satisfied with the product. We will work with the customer to resolve the issue.
  
  The customer was issued a full refund for the foam.
  
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer Answer

  Date: 08/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************************

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a 5lb memory foam mattress topper. The website stated the 5lb topper is their heaviest padded option. They have 2 other choices neither of which state the level of padding. As it turns out the 5lb memory foam topper is the softest, squishiest version of their product, which they will tell you on the phone and in the post order email they sent me. However the website makes no reference to the firmness or softest. This is the statement taken directly from their website."Our 5lb memory foam mattress toppers are for those who have tried everything else, and just don't seem to be able to find a pad that works for them. It can be difficult to find a mattress topper that is thick enough for you, and offers enough support for you to sleep comfortably. The 5lb memory foam mattress toppers are perfect for those who need a heavier padding for their mattress."This statement implies that the mattress has the most padding offered which is antithetical to the word "soft". no reasonable person would expect something that is heavily padded to be "soft". Yet on their response to my complaint they state the 5lb foam is the "heaviest and the softest". I assume they are referring the weight of the foam with regards to it being "heavy". But the website doesn't say just heavy to says "heaviest padding".The could very easily state on their website the 5lb topper is the heaviest and the softest as they stated in their response to me, because that is clear, however they don't so the consumer is left paying for a product they cannot use.They will agree to task it back but are requiring me to pay the to and from shipping and a 25% restocking fee. This would almost be the cost of the mattress to begin with. I want the product to be returned at their expense and a full refund or exchange for one that will meet my needs.Per their representative I spoke with on the phone, "this problem happens all the time."

  

  Business Response

  Date: 07/02/2024

  7-2-2024
  
  RE:        Case Number: 21901742 
                 ***************************
  
  We are sorry that the customer is not satisfied with the product. We will work with the customer to resolve the issue.
  
  The customer may return the product for a full refund. Please send the product back to
  
  Foam Factory, Inc.
  ATTN: *********************************
  ****************************************
  ****************
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

• Initial Complaint

  Date:12/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could give the Foam Factory zero stars I would! Avoid this company like the plague, they have the worst customer service that I have ever had the displeasure of dealing with. I ordered ******* replacements and was very excited to give our old couch new life. I was some-what nervous about picking the right option for both the back cushions as well as the seat. The website has detailed instructions on how to acquire the measurements from your couch covers. I called The Foam Factory on October 26 to verify the instructions of their website and spoke to a woman name **** who informed me not to follow the recommendations on their website and also suggested the back cushion foam to us. From this point on it was a total nightmare. The company looses our package or rather ***** looses our package. We originally ordered theses foam cushions in October and received them after thanksgiving. At no point did we receive an apology from the company. Once the cushions finally arrived, we waited the advised 48 hours for them to come back to shape. I only then realized that not only are the all the cushions short in both depth and length but the back cushions are made out of an incredibly flimsy material that will not support anyone's weight. My wife spoke with ********, *********, *******, and finally a manager named ****. They were all rude as well as condescending and their suggestion after spending eight hundred dollars on foam was for us to go and buy some Dacron to make up the difference in the cushions. This is an unacceptable reply. I consider my self a regular consumer and I have never in my life experienced such poorly run company. I would like a refund of the unusable back cushions totaling in an amount of ******.

  

  Business Response

  Date: 12/18/2023

  12/18/2023
  
  RE:      Case Number: ********
              ***********************
  
  We are sorry that the customer is not satisfied with the 7 back foam cushions. We will work with the customer to resolve the issue.
  
  We still need the customer to return the product for a refund.
  
  Please send the product back to:
  
  Foam Factory, Inc.
  ATTN: Returns
  ******************************** A
  Macomb, ** 48044
  
  Sincerely,
  ************
  Sales Manager
  Foam Factory Inc
  

  Customer Answer

  Date: 12/21/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I would be more than happy to return the seven back cushions for a refund, just as soon as I receive the paid postage to do so the cushions will be in the mail that same day.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/21/2023

  We are sorry that the customer is unsatisfied with their purchase. We will work with the BBB and the customer to resolve the issue.
  
  After review of the pictures and videos sent to us by the customer, it has been determined that the order was delivered within specification. Custom Cushions have a size tolerance of +/- 1.  These Cushions fall within the allowed size tolerance. 
  
  For future reference, please refer to our tolerance chart for Foam Factory acceptable tolerance ranges.
  
  ****************************************************;
  Under Dimensional Tolerances Chart
  
  Based on this information, the cushions was sent as ordered, therefore the return shipping cost will not be covered. The customer will be responsible to return the cushions at their cost in order to issue the refund.
  
  Sincerely,
  ************
  Sales Manager
  Foam Factory Inc 
  

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if I am refunded the full amount for all seven of the back cushions.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************

• Initial Complaint

  Date:07/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order Number: ******. On 6/19/2023 I ordered custom sofa cushions cut from High Quality Lux Foam, that was supposed to be very firm which is what I wanted. On 6/20/2023 I received an email from ************** a Foam Factory Representative telling me that my order was on hold because ***** thought the High Quality Lux Foam was too firm and instructed me to call her or she would not fill my order. When I called, ***** said the High Quality Lux Foam I ordered would be like sitting on a rock and very uncomfortable. She told me that I should order the Lux Foam - Regular that is next level down in firmness, but is still very firm. So, not being an expert of Foam Factory foam: I took the advice ***** gave me and agreed. I received the cushions and they are way too soft and not firm at all as ***** promised. Even the ad on the Foam Factory website says the Lux Foam - Regular is "Firm To Very Firm". The Cushions Foam Factory sent me are softer and less firm than the ones I replaced that came with the sofa I purchased a year ago. I am 175 lbs. When I sit on the 7" thick cushions Foam Factory sent me: it squishes down to 3". That is NOT firm! Either Foam factory sent me the wrong foam or their ad for Lux Foam - Regula on their website is a lie, and ******* expert advice is based on ignorance of Foam Factory products. Bottom line is that I DID NOT GET WHAT I ORDERED! What Foam Factory sent me has left my sofa in a worse state than before.

  

  Business Response

  Date: 07/06/2023

  7-6-2023
  
  RE:        Case Number: 20271530
                  *********************
  
  We are sorry that the customer is not satisfied with the product. We will work with the customer to resolve the issue.
  
  The customer may return the product for a full refund. Please send the product back to
  
  Foam Factory, Inc.
  ATTN: *********************************
  **********************************
  Macomb, ** 48044
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer Answer

  Date: 07/06/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I reject the response because the original foam cushions were glued to the fabric coverings as some furniture manufacturers do, and thus were destroyed when they were removed in order to install the foam cushions from The Foam Factory. Therefore, returning the cushions is not an option as the original cushions cannot be reinstalled, and I will not have cushions for the ********* in my apartment. I will settle for a 50% refund and keep the cushions until I purchase the firm cushions I need from a different company.
  
  Regards,
  
  *********************

  

  Business Response

  Date: 08/25/2023

  8-25-2023
  
  RE:        Case Number: 20271530
                 *********************
  
  We are sorry that the customer is not satisfied with the product. We will work with the customer to resolve the issue.
  
  We still need the customer to return the product for a full refund. Please send the product back to
  
  Foam Factory, Inc.
  ATTN: *********************************
  **********************************
  Macomb, ** 48044
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer Answer

  Date: 08/28/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] I have previously rejected this same proposal/response. Again,  I reject the response because the original foam cushions were glued to the fabric coverings as some furniture manufacturers do, and thus were destroyed when they were removed in order to install the foam cushions from The Foam Factory. Therefore, returning the cushions is not an option as the original cushions cannot be reinstalled, and I will not have cushions for the ********* in my apartment. I will settle for a 50% refund and keep the cushions until I purchase the firm cushions I need from a different company.
  
  Regards,
  
  *********************