ComplaintsforFoam Factory, Inc.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  07/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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,
  
  *********************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We called foam factory last week to find out the correct way to measure our foam cushion covers on our sofa. We spoke to a woman who went through our measurements she gave us pricing which we knew were pretty good estimates. She then said to us a lot of our customers just send the cushion covers in for exact measurement. I asked about fees none were disclosed. So we decided to do that when they contacted me it was almost double of what I was told on the phone again I get estimates, but they were charging for standard charges which I had asked about. If you have standard charges those should be mentioned $12.99 for custom cutting, $20 for custom fitting and stuffing $15 for returning ***** even though shipping over $75 is free. I was told my cushions are 6 1/2 inches thick and they would only cut them to 6 inches so they needed to put double Dacron on them for $29/ea instead of &**** a cushion ridiculous if they are charging to custom cut then. I felt I had been lied by omission, been blindsided the final price was almost double of what I was told first if its custom then why cant you cut my cushions to 6 1/2 inches instead of 6? Why cant you tell me all of these standard charges? I sent several emails asking these questions. Standard charges are not estimates. the fact that you only cut cushions to 1 inch dimensions is not an estimate. There was no explanation of how these prices got so high just they were estimates. I would definitely never do business with a company who does not disclose standard fees. If I ran my business like this I would be out of business.

  

  Business response

  07/18/2022

  7-18-2022
  
  RE:        Case Number: 17555405 
   *****************************
  
  We are sorry that the customer is not satisfied with the service. We will work with the customer to resolve the issue.
  
  The customer originally received a cost estimate over the phone or email. An option that we provide to our customers is to mail in covers to be quoted for cushion inserts and filled. Unfortunately, we did not have the correct sizes and information to provide an accurate first quote. Upon closer inspection, a revised quote was provided. The price quoted was over the customers budget. We apologize that the revised quote was not as expected.
  
  As a resolution, we returned the covers back to the customers provided address for an alternate solution. No sale was completed.
  
  Sincerely,
  *********************************
  Office Manager
  Foam Factory Inc

  Customer response

  07/19/2022

  [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:]

  [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:]
  It is tragic that Foam Factory is missing the point of the complaint. The complaint is not about the estimate I understand estimates. The issue is no one would answer my questions regarding the custom cutting first my cushions are 6 1/2 inches thick and they could only cut them to 6 or 7 inches thats not custom.  The  real complaint started out with all the standard and I repeat standard charges, last I checked standard charges can be given with estimates over the phone because they are standard! $12.99 for custom cut $20 for restuffing /fitting and $15 for Fed ex fees that are free on orders of $75  that is almost $48 of standardcharges that they dont bother to mention  (even though we asked about additional charges) when we were told  to send our cushion covers for measuring. Thats the complaint. Its a shame. and if Foam Factory cant understand the question maybe they should employ some sales training. They are like a broken record stuck on this estimate stuff. I also asked them if youre charging me for custom this and custom that why do I have to pay for the two layers of Dacron to fill my cushion covers? Im paying for high density foam not Dacron wouldnt answer that either. I will say all of the years that I have run my own business this is poor customer service and, if they respond to this with the same thing about it being an estimate instead of answering the questions about standard undisclosed fees then its totally hopeless for this business. These fees totaling an extra $50 plus another $30 per cushion is reckless customer service. Should they respond to this with the same thing about it being an estimate then its totally hopeless for this business. These were questions asked during the estimate phone call my dimensions were close and that warranted I dont know an extra $50 and another $30 per cushion ($90)and double Dacron with no explanation really?
  Buyer beware.
  Regards,
  
  *****************************
  
  Regards,
  
  *****************************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a foam pad from the foam factory it was for a full size bed. On there order form you typed in the dimensions of the pad you want. So looked up the size of a full size mattress and typed in the size and thickness of the pad I wanted. When the pad arrived it smelled horrible so I called them they said air it out for a couple of days. Two weeks later and it still smells horrible I called them for a return they said it was a custom order and couldn't do a return. The way they have you fill out the simple full size mattress size everything you order is a custom order. All I want is my pad to be returned and me refunded and for them to use ethical ordering practices.

  

  Business response

  04/20/2022

  4-20-2022
  
  RE:        Case Number: 17070282
   *************************
  
  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: *********************************
  17500 **********, Unit A
  Macomb, ** 48044
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer response

  04/21/2022

  [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, will you send me a shipping label

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

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date ordered 2-16-22 Invoice # : ******* Order details: HD36 Regular Foam Full sheet 82" x 76" x 3"Amount: $113.99 Shipping: $0 Sales Tax: $8.83 Total: $122.82 After opening the package on 3-1-22 It was discovered the actual dimensions were different than that which was ordered. The actual dimensions were: 82" x ****" x 3". This was bigger by 6.5 inches & did not fit the bed frame which was up against the wall. This was for an elderly woman with hip joint pain. Contact with ********* at **************** include srnding them over 10 emails with actual measuring tape *************** confirming that the item sent was not the size that was ordered. An email from *****, the manager responded, "That's impossible, as our foam buns come in 82" x 76". We are not able to send anything larger." It is clear this company is unprofessional & does not pay attention to details with regard to their suppliers and to what they ship out. For example ********* in customer service suggested we "cut it with a turkey knife". In the bigger scheme of world events tbis does not seem important, however to an elderly woman who would like to get a comfortable night's sleep, it seems like a small request. Please help us resolve this. Thank you.

  

  Business response

  03/10/2022

  3-10-2022
  
  RE:        Case Number: 16822015
  A Acray
  
  We are sorry that the customer received the product oversized. We will work with the customer to resolve the issue.
  
  What we can offer is a 25% credit to compensate for the need to trim the product down to size. This would be a credit of $30.71. Let us know if we can proceed with this credit for order *******. Thank you.
  
  Sincerely,
  *********************************
  Sales Manager
  Foam Factory Inc
  

  Customer response

  03/12/2022

  [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,

  A Acray

*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. ↩