[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 resolutionPlease type details here:]There is no tolerance listed for polyethylene cylinders anywhere on the Tolerance table You cite 1/8'' tolerance for polyethylene rolls This is a polyethylene roll: http://www.foambymail.com/PE2C_2.htmlYou also have a tolerance for polyethylene sheet You do not have any tolerances listed for polyethylene cylinders which is what I ordered Furthermore, some of the circles are even smaller than 1-7/8''This is not an acceptable resolution Regards, [redacted]
8-20-RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the service that was receivedWe will work with the Revdex.com and the customer to resolve the issue A full refund was already issued on 8-18-Sorry for the delay in response, we have been busier than normalWe try our best to resolve issues in a satisfactory and timely manner Sincerely, [redacted] Sales Manager Foam Factory Inc
7-2-RE: Revdex.com Case # [redacted] [redacted] P [redacted] We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to resolve the issue After review of the foam that was returned, it was determined that the foam was delivered as ordered in good conditionThe product that was ordered is a raw sheet of foam, which will have unfinished edgesThe foam was not soiled or dirtyThe product is designed to be cut down to size for particular applicationsThe product is not designed to be used as a clean full sheet, but may be used as a full sheet if necessary Normally, all foam products are not returnable unless the conditions are met under our customer service pageLink to that is below http://www.foambymail.com/customer-service.html We went above and beyond our terms and conditions page by accepting the return and issuing a full order refundNormally, when a customer received a product they are not satisfied with, we authorize the return, minus shipping fees both ways and minus a 25% restocking feeWith this said, we are unable to credit return shipping fees, because the product was delivered as ordered, in good conditionSorry for the inconvenience this causes Sincerely, [redacted] Sales Manager Foam Factory Inc
Hello, We were unaware if the settlement was acceptable to youPlease call [redacted] and ask for [redacted] or email ***@foambymail.com your phone number, so that we can contact you to arrange for credit.Best Regards, [redacted] ***Sales Manager
[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 Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] Jr
6-10-
RE: Revdex.com Case # *** *** *** / *** ***We are sorry that the customer is unsatisfied with the product that was providedWe will work with the Revdex.com
and the customer to resolve the issue.Foam Factory does believe that the incorrect product was sentAcceptable density range for our 2.8LB Density range foams is 2.5LBS to 3.1LBSThis is the range that our manufacturers give to usUnfortunately the customer’s order falls below that range, and we apologize for the mistake.We can honor the customer’s requested settlement of issuing a full refund of the order amount - $We can issue the full credit once the order is returned back to usIf the customer accepts, we can email return labels to the customer, so that they may return the foam back to Foam Factory.An alternate solution is to keep the cushions, charge the customer like they were our 1.8LB Density foamThe charge would be $(waving the $shipping), so a credit could be issued for $32.04.Note: We cannot sell Lwithout fire rdant at this time.Sincerely,*** ***Sales ManagerFoam Factory Inc
9-13-RE: Revdex.com Case # *** *** *** We are sorry that the customer is unsatisfied with performance of the product that was receivedWe will work with the Revdex.com and the
customer to resolve the issue The symptoms of poor product performance that the customer is describing is common for customers that select an incorrect thicknessWhen the foam is purchased too thin, the foam seems to wear out too quickly We are willing to offer store credit of $towards ordering the correct size cushionsIn order to honor the store credit, the customer will need to ship the covers, at the customer’s expense, for proper measuring and re-quoting of the proper size foamWe do not require that the customer send back the foam that they currently haveFoam Factory will record that as a loss Sincerely, *** *** Sales Manager Foam Factory Inc
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 resolutionPlease type details here:]
I am not the person who chose the inch or incorrect thickness ?it was the sales rep who took my phone call/order and walked me thru the "How to "'s to determine what I actually needed .It was the 1st pt I made to the repI have never done this ,please tell me you can help me make a choice as to what I will need to to my condition(Hip arthritis-replacement .I never told company anything as to what I was going to need /useWarranty ? hidden ,not disclosed at all except a vaguely mentioned yr warranty on products1st discussion was custom made individually (2)cushionsat a much higher price,I'm disabled and inquired about saving money ,i'm on a fixed income.Sales rep suggested for savings buying a 1/sheet and saving money and you can do it yourself type projectNEVER said if u cut into the 1/sheet it nulls and voids warranty .On Invoice sent with foam at bottom of invoice it says WARRANTY ..see website,no terms or limits .I see this as unfair, manipulative , underhanded, simply a way of trapping customers and NOT handling the real issue ..THE FOAM IS NOT THAT FIRM AND DOES NOT DO WHAT SALES PERSON WHO SOLD ME PRODUCT SAID IT WOULD : I DID NOT DETERMINE ANYTHING ,I SEEKED THE PRO SALES REP AND USED HER RECOMMENDATIONS TO THE LETTER : FAILING PRODUCT I DO NOT WANT ANYTHING TO DO WITH THIS COMPANY MUCH LESS SPEND MORE FOR THERE MISTAKE AND TREATMENT .regards
*** ***
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 resolutionPlease type details here:] When I called to order, I told them it was for my bed so they new it from the beginningSecond, When I talked to *** about the return, I was told that I could not get the shipping returned to me until the product was received and examined and unless the product was bad when they received itOf course, the company is going to say that it was clean , not dirty and that it was rough edges which was expectedThis is not trueWhy would I buy a rough edged piece for my bed ? The man responding to Revdex.com and the complaint was not even the person who checked it back into their inventoryHe is just trying to protect their responsibilities. Look at this type of companyIf a customer doesn't like the product when received, and you return their item, they stated that they will normally charge the customer the delivery and the return shipping and a 25% restocking feeMy God, that would be the cost of the entire itemThat way, they get their product back and get to keep all your moneyMichigan Consumer Fraud should be notified about these people...They already proved to be liars by returning my full charge for the productThis admits their guilt and I was promised my return shipping if the product was faulty, which it was
Regards,
*** ***
11-5-2015RE: Revdex.com Case # *** *** ***We are sorry that the customer is unsatisfied with the service that was providedWe will work with the Revdex.com and the customer to resolve the issue.Foam Factory has a fraud checking system in place to verify that
orders are placed by the actual cardholderWhen orders’ billing information provided is incorrect, we contact the customer for additional information to verify the transactionAdditional information typically includes the full card number, name on the card, billing address of the card and the 1-number on the back of the cardThe customer may choose to provide this information, use an alternate card, or to cancel the transactionIf the transaction is canceled, a full refund is given.In the case of ***’s *** order, the customer was not comfortable providing additional informationSo we proceeded to cancel the order and issue full creditThe credit was already issued yesterday, on 11-4-Please allow up to business days for the credit to show on your account.Sincerely,*** ***Sales ManagerFoam Factory Inc
11-23-2016RE: Revdex.com Case # *** *** A *** We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to resolve the issue.What the customer received is how we always do seat cushionsNearly all of
our customers are content or happy with the finished productHowever, because the customer was not satisfied with the finished product, Foam Factory is willing to offer a 50% credit of $for the order. Sincerely,*** ***Sales ManagerFoam Factory Inc
[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
Revdex.com:
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
Regards, *** A***
*** ***
[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
Revdex.com:
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,
*** ***
--Charge as lower density foam acceptable Awaiting refund of $
1-30-2016RE: Revdex.com Case # *** *** *** *** Jr.We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to
resolve the issue.All foam products are not returnable unless the conditions are met under our customer service pageLink to that is below.***Although the order does not meet the requirements to return the item, we are willing to make an exception to return the item for a refundThe refund will be $12.99, however, the customer will be responsible for the cost of shipping the item back to us, and the original cost of shipping for the item to the customerIf this resolution is acceptable, please send the item back with this Revdex.com response.Sincerely,*** ***Sales ManagerFoam Factory Inc
Hello, We were unaware if the settlement was acceptable to you. Please call [redacted] and ask for [redacted] or email [redacted]@foambymail.com your phone number, so that we can contact you to arrange for credit.Best Regards,[redacted]Sales Manager
[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] Jr
7-2-2016 RE: Revdex.com Case # [redacted] [redacted] P [redacted] We are sorry that the customer is unsatisfied with the product that was received. We will work with the Revdex.com and the customer to resolve...
the issue. After review of the foam that was returned, it was determined that the foam was delivered as ordered in good condition. The product that was ordered is a raw sheet of foam, which will have unfinished edges. The foam was not soiled or dirty. The product is designed to be cut down to size for particular applications. The product is not designed to be used as a clean full sheet, but may be used as a full sheet if necessary. Normally, all foam products are not returnable unless the conditions are met under our customer service page. Link to that is below. http://www.foambymail.com/customer-service.html We went above and beyond our terms and conditions page by accepting the return and issuing a full order refund. Normally, when a customer received a product they are not satisfied with, we authorize the return, minus shipping fees both ways and minus a 25% restocking fee. With this said, we are unable to credit return shipping fees, because the product was delivered as ordered, in good condition. Sorry for the inconvenience this causes. Sincerely, [redacted] Sales Manager Foam Factory Inc
10-19-2016 RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the product that was received. We will work with the Revdex.com and the customer to...
resolve the issue. We are also sorry that the customer received inaccurate information with regards to our guarantee. The customer has been responded to with the following information. “” Hello [redacted], I just spoke with my manager and if you would like to return the mattress you can. You would be responsible for the cost of shipping to you and back to us. Here is a copy of our return policy. “ You must have your receipt in order to make any warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Products must be returned in factory condition and any changes to the factory condition of the product will void any warranty or return eligibility. This includes, but is not limited to: reshaping, trimming, tears, punctures, stains, and odors. The rules concerning returns are as follows: Exclusively for Memory Foam Mattresses and Memory Foam Toppers Return Guarantee: The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Refer to the specific product page for length of Guarantee. “ If you have any further questions please contact us at the number listed below. --- Best Regards, [redacted] L. Foam Factory, Inc. Phone: ###-###-#### Fax: ###-###-#### Hours: 10am - 5pm EST, M-F www.FoamByMail.com “” Sincerely, [redacted] Sales Manager Foam Factory Inc
[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
8-20-2016 RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the service that was received. We will work with the Revdex.com and the customer to...
resolve the issue. A full refund was already issued on 8-18-2016. Sorry for the delay in response, we have been busier than normal. We try our best to resolve issues in a satisfactory and timely manner. Sincerely, [redacted] Sales Manager Foam Factory Inc
[A default letter is provided here which indicates your rejection of the business's response Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 resolutionPlease type details here:]There is no tolerance listed for polyethylene cylinders anywhere on the Tolerance table You cite 1/8'' tolerance for polyethylene rolls This is a polyethylene roll: http://www.foambymail.com/PE2C_2.htmlYou also have a tolerance for polyethylene sheet You do not have any tolerances listed for polyethylene cylinders which is what I ordered Furthermore, some of the circles are even smaller than 1-7/8''This is not an acceptable resolution Regards, [redacted]
8-20-RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the service that was receivedWe will work with the Revdex.com and the customer to resolve the issue A full refund was already issued on 8-18-Sorry for the delay in response, we have been busier than normalWe try our best to resolve issues in a satisfactory and timely manner Sincerely, [redacted] Sales Manager Foam Factory Inc
7-2-RE: Revdex.com Case # [redacted] [redacted] P [redacted] We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to resolve the issue After review of the foam that was returned, it was determined that the foam was delivered as ordered in good conditionThe product that was ordered is a raw sheet of foam, which will have unfinished edgesThe foam was not soiled or dirtyThe product is designed to be cut down to size for particular applicationsThe product is not designed to be used as a clean full sheet, but may be used as a full sheet if necessary Normally, all foam products are not returnable unless the conditions are met under our customer service pageLink to that is below http://www.foambymail.com/customer-service.html We went above and beyond our terms and conditions page by accepting the return and issuing a full order refundNormally, when a customer received a product they are not satisfied with, we authorize the return, minus shipping fees both ways and minus a 25% restocking feeWith this said, we are unable to credit return shipping fees, because the product was delivered as ordered, in good conditionSorry for the inconvenience this causes Sincerely, [redacted] Sales Manager Foam Factory Inc
Hello, We were unaware if the settlement was acceptable to youPlease call [redacted] and ask for [redacted] or email ***@foambymail.com your phone number, so that we can contact you to arrange for credit.Best Regards, [redacted] ***Sales Manager
[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 Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] Jr
6-10-
dant at this time.Sincerely,*** ***Sales ManagerFoam Factory Inc
RE: Revdex.com Case # *** *** *** / *** ***We are sorry that the customer is unsatisfied with the product that was providedWe will work with the Revdex.com
and the customer to resolve the issue.Foam Factory does believe that the incorrect product was sentAcceptable density range for our 2.8LB Density range foams is 2.5LBS to 3.1LBSThis is the range that our manufacturers give to usUnfortunately the customer’s order falls below that range, and we apologize for the mistake.We can honor the customer’s requested settlement of issuing a full refund of the order amount - $We can issue the full credit once the order is returned back to usIf the customer accepts, we can email return labels to the customer, so that they may return the foam back to Foam Factory.An alternate solution is to keep the cushions, charge the customer like they were our 1.8LB Density foamThe charge would be $(waving the $shipping), so a credit could be issued for $32.04.Note: We cannot sell Lwithout fire r
9-13-RE: Revdex.com Case # *** *** *** We are sorry that the customer is unsatisfied with performance of the product that was receivedWe will work with the Revdex.com and the
customer to resolve the issue The symptoms of poor product performance that the customer is describing is common for customers that select an incorrect thicknessWhen the foam is purchased too thin, the foam seems to wear out too quickly We are willing to offer store credit of $towards ordering the correct size cushionsIn order to honor the store credit, the customer will need to ship the covers, at the customer’s expense, for proper measuring and re-quoting of the proper size foamWe do not require that the customer send back the foam that they currently haveFoam Factory will record that as a loss Sincerely, *** *** Sales Manager Foam Factory Inc
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 resolutionPlease type details here:]
I am not the person who chose the inch or incorrect thickness ?it was the sales rep who took my phone call/order and walked me thru the "How to "'s to determine what I actually needed .It was the 1st pt I made to the repI have never done this ,please tell me you can help me make a choice as to what I will need to to my condition(Hip arthritis-replacement .I never told company anything as to what I was going to need /useWarranty ? hidden ,not disclosed at all except a vaguely mentioned yr warranty on products1st discussion was custom made individually (2)cushionsat a much higher price,I'm disabled and inquired about saving money ,i'm on a fixed income.Sales rep suggested for savings buying a 1/sheet and saving money and you can do it yourself type projectNEVER said if u cut into the 1/sheet it nulls and voids warranty .On Invoice sent with foam at bottom of invoice it says WARRANTY ..see website,no terms or limits .I see this as unfair, manipulative , underhanded, simply a way of trapping customers and NOT handling the real issue ..THE FOAM IS NOT THAT FIRM AND DOES NOT DO WHAT SALES PERSON WHO SOLD ME PRODUCT SAID IT WOULD : I DID NOT DETERMINE ANYTHING ,I SEEKED THE PRO SALES REP AND USED HER RECOMMENDATIONS TO THE LETTER : FAILING PRODUCT I DO NOT WANT ANYTHING TO DO WITH THIS COMPANY MUCH LESS SPEND MORE FOR THERE MISTAKE AND TREATMENT .regards
*** ***
[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
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 resolutionPlease type details here:] When I called to order, I told them it was for my bed so they new it from the beginningSecond, When I talked to *** about the return, I was told that I could not get the shipping returned to me until the product was received and examined and unless the product was bad when they received itOf course, the company is going to say that it was clean , not dirty and that it was rough edges which was expectedThis is not trueWhy would I buy a rough edged piece for my bed ? The man responding to Revdex.com and the complaint was not even the person who checked it back into their inventoryHe is just trying to protect their responsibilities. Look at this type of companyIf a customer doesn't like the product when received, and you return their item, they stated that they will normally charge the customer the delivery and the return shipping and a 25% restocking feeMy God, that would be the cost of the entire itemThat way, they get their product back and get to keep all your moneyMichigan Consumer Fraud should be notified about these people...They already proved to be liars by returning my full charge for the productThis admits their guilt and I was promised my return shipping if the product was faulty, which it was
Regards,
*** ***
11-5-2015RE: Revdex.com Case # *** *** ***We are sorry that the customer is unsatisfied with the service that was providedWe will work with the Revdex.com and the customer to resolve the issue.Foam Factory has a fraud checking system in place to verify that
orders are placed by the actual cardholderWhen orders’ billing information provided is incorrect, we contact the customer for additional information to verify the transactionAdditional information typically includes the full card number, name on the card, billing address of the card and the 1-number on the back of the cardThe customer may choose to provide this information, use an alternate card, or to cancel the transactionIf the transaction is canceled, a full refund is given.In the case of ***’s *** order, the customer was not comfortable providing additional informationSo we proceeded to cancel the order and issue full creditThe credit was already issued yesterday, on 11-4-Please allow up to business days for the credit to show on your account.Sincerely,*** ***Sales ManagerFoam Factory Inc
11-23-2016RE: Revdex.com Case # *** *** A *** We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to resolve the issue.What the customer received is how we always do seat cushionsNearly all of
our customers are content or happy with the finished productHowever, because the customer was not satisfied with the finished product, Foam Factory is willing to offer a 50% credit of $for the order. Sincerely,*** ***Sales ManagerFoam Factory Inc
[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
Revdex.com:
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
Regards, *** A***
*** ***
[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
Revdex.com:
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,
*** ***
--Charge as lower density foam acceptable Awaiting refund of $
1-30-2016RE: Revdex.com Case # *** *** *** *** Jr.We are sorry that the customer is unsatisfied with the product that was receivedWe will work with the Revdex.com and the customer to
resolve the issue.All foam products are not returnable unless the conditions are met under our customer service pageLink to that is below.***Although the order does not meet the requirements to return the item, we are willing to make an exception to return the item for a refundThe refund will be $12.99, however, the customer will be responsible for the cost of shipping the item back to us, and the original cost of shipping for the item to the customerIf this resolution is acceptable, please send the item back with this Revdex.com response.Sincerely,*** ***Sales ManagerFoam Factory Inc
Hello, We were unaware if the settlement was acceptable to you. Please call [redacted] and ask for [redacted] or email [redacted]@foambymail.com your phone number, so that we can contact you to arrange for credit.Best Regards,[redacted]Sales Manager
[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted] Jr
7-2-2016 RE: Revdex.com Case # [redacted] [redacted] P [redacted] We are sorry that the customer is unsatisfied with the product that was received. We will work with the Revdex.com and the customer to resolve...
the issue. After review of the foam that was returned, it was determined that the foam was delivered as ordered in good condition. The product that was ordered is a raw sheet of foam, which will have unfinished edges. The foam was not soiled or dirty. The product is designed to be cut down to size for particular applications. The product is not designed to be used as a clean full sheet, but may be used as a full sheet if necessary. Normally, all foam products are not returnable unless the conditions are met under our customer service page. Link to that is below. http://www.foambymail.com/customer-service.html We went above and beyond our terms and conditions page by accepting the return and issuing a full order refund. Normally, when a customer received a product they are not satisfied with, we authorize the return, minus shipping fees both ways and minus a 25% restocking fee. With this said, we are unable to credit return shipping fees, because the product was delivered as ordered, in good condition. Sorry for the inconvenience this causes. Sincerely, [redacted] Sales Manager Foam Factory Inc
10-19-2016 RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the product that was received. We will work with the Revdex.com and the customer to...
resolve the issue. We are also sorry that the customer received inaccurate information with regards to our guarantee. The customer has been responded to with the following information. “” Hello [redacted], I just spoke with my manager and if you would like to return the mattress you can. You would be responsible for the cost of shipping to you and back to us. Here is a copy of our return policy. “ You must have your receipt in order to make any warranty claims or returns. Your receipt is the packing slip that comes with your shipment. Products must be returned in factory condition and any changes to the factory condition of the product will void any warranty or return eligibility. This includes, but is not limited to: reshaping, trimming, tears, punctures, stains, and odors. The rules concerning returns are as follows: Exclusively for Memory Foam Mattresses and Memory Foam Toppers Return Guarantee: The Return Guarantee for delivered orders starts from the product's shipping date, or invoice date for in-store pickups. Products must be returned in factory condition, and any changes to the factory condition of the product will void the Guarantee. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors. If a product is shipped to a customer, and the return is shipped back to Foam Factory, the customer is responsible for the actual shipping costs, both to and from Foam Factory. If a product is shipped to a customer, and the return is made in-store at Foam Factory's facility, the customer is responsible for the initial actual shipping cost. If a product is purchased in-store, and the return is shipped back to Foam Factory, the customer is responsible for the cost of shipping to Foam Factory. If the product is purchased in-store, and the return is made in-store at Foam Factory's facility, the product is subject to a 25 percent restocking fee. Refer to the specific product page for length of Guarantee. “ If you have any further questions please contact us at the number listed below. --- Best Regards, [redacted] L. Foam Factory, Inc. Phone: ###-###-#### Fax: ###-###-#### Hours: 10am - 5pm EST, M-F www.FoamByMail.com “” Sincerely, [redacted] Sales Manager Foam Factory Inc
[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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
8-20-2016 RE: Revdex.com Case # [redacted] [redacted] We are sorry that the customer is unsatisfied with the service that was received. We will work with the Revdex.com and the customer to...
resolve the issue. A full refund was already issued on 8-18-2016. Sorry for the delay in response, we have been busier than normal. We try our best to resolve issues in a satisfactory and timely manner. Sincerely, [redacted] Sales Manager Foam Factory Inc