I ordered 20,pieces of 2'' diameter polyethylene cylinders and received 1-7/8'' diameter cylinders This item is not listed on their Tolerance Table whatsoever yet they cite their "Machine-Cut" tolerance policy as the reason they will not fix this issue The cylinders were "Machine-cut" in the length dimension (not the diameter of the cylinders) The policy clearly states "Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions." The dimension I am disputing is not the "Machine-cut" dimension, but the diameter of the cylinders These were advertised as exactly 2'' on the product description, and once again, were not listed as having any tolerances in the Tolerance Table
3/called foam factory to purchase high density foam cushions for replacements (2).sales person assigned gave detailed answers to my questions on what to buy ,how to buy.I gave the dimensions and what I needed due to hip arthritis /replacement,( extra firm) to not sink in.I was given choices have company make cushions (more expensive)or save money and buy 1/sheet and "do it yourself" as a home project.I asked questions as to difficulty & such and was given assurances and a standard year warranty on product.I followed the sales persons advice and followed instructions and the cushions came out great and saved some money too(fixed income ...SS disability).fast forward months(5/16) and the product is failing (crushing down ) not maintaining firmness I contacted company,followed all requests for review and 1st was told the product was not the correct size (thickness)my fault insinuated yet it was thru the sales person formula for measuring for replacement as to how we or
I purchased a full size memory foam mattress from this company on-lineThey have various types available depending on what type of feel you likeI emailed the company with my weight, my sleeping style, and what I'm accustomed to sleeping onThey recommended a mattress with 3" of LB Emory foam on a std base
I placed the order on 9-30-and it arrived a few days laterIt is so soft and cheap, my neck and back hurt very muchI can't sleep on it anymore
I emailed them with my problem today on 10-18-and was told them are no returns, and only offered to sell me another layer of firmer foam after I brought it up as a possible solutionTHey did not respond to my follemail
I should not have to pay for a fix for their recommendationThere is a return policy listed on their websiteYet, when I called, I was told there are NO RETURNS
received foam in a timely manorreplaced two bench seats in my new toyhauler trailer that needed upgradingBoth my brother are heavier men (240lb) and required a firmer seatingpulled the original foam out and inserted the new ( cushion lux foam/ high quality ) into the outer casings, fantastic support improvementpriced right and cut to precise measurements
I filed a complaint #and it was resolved Dec 2, 2016, yet I have not received a credit on my charge account or a check in the mail I began calling Revdex.com Jan 11,and twice again on the 17thI have not received a call backHow do I collect my settlement moneyThis company has not been acting in good faith since the beginning
I recently placed an online order through this company for a sheet of closed cell foamThe first time the item was shipped it never made it to my location because it was damaged in transitThe item was reshipped and arrived damagedThe reason the item arrived in poor condition is because they do not use sufficient packaging (they just pass the blame to FedEx by making statements such as " We are sorry that FedEx damaged the package." It is very apparent that a little more care in packaging the item would have made all the differenceT
The customer service representative "Linda L." provided your typical robotic responses and did not go out of her way at all to helpShe just went through the motionsJust a warning for anyone who is thinking of doing business with themTry to find what you need locallyUnless you are in the market for beat up, damaged foam
Purchased a large piece of foam to put on my king bedItem arrived *** and left outside the aptbldgnot at aptdoorOpened item and it was filthy dirty, not suitable for the bed and was terribly cut with many curves and ragged as though it was cut with a spoonSpoke with "***" at Foam Factory and she stated that she cannot have *** repisince I didn't take photos to see if the problems were their faultShe spoke to the boss and stated that I would have to send it back at my expense until they received the item and if there is nothing wrong with it, they would not reimburse me the shipping and also charge me a 25% restocking feeHowever, if item was their fault, they would repay me all my money back to my credit card and also repay me the shipping costThe product was $and my shipping cost to send it back was another $by USPS because *** and UPS were $to send it backThey received the item back and they recredited my credit card the full amoun
I looked at Foam Factory's website which said bring your seat cushions to us to get your foam replaced custom sizes availableI went in on Oct 24th and spoke at the counter with ***I brought in dining room chair seat cushionsI had taken apart cushionI requested inch foam, but was told inch was fineSince she was measuring, I accepted her assessmentI explained the foam shape had rounded corners and was cut larger and overlapped the woodThis discussion took about minutesShe gave me a partial price on the supplies and included fiberfill which my cushions did not haveShe told me the upholsterer was not in, so she would have to call me with the labor charge after he looked at the cushionsShe called me later that afternoon and we agreed on a price and I paid $by credit card On Oct 27th, I received a call to come and pick up my finished productI went to pick up the seat cushions Oct 31stat am The cushions were done incorrectlyThe shape was w
I am a hobbyist and ordered a small quantity of their charcoal foam to make a custom telescope packing mold using three layers adhered togetherBefore I placed my order and after I placed my order, I was notified that because it is their "high-season" my order might take longer than business days to processBecause my order was relatively small compared to commercial orders, I figured my order was going to take weeks and weeksMy order was processed the next day and was delivered within five business daysSuper fast, even with a notice stating otherwiseTheir customer service, when responding to their order emails, is top notchVery helpful! Would definitely buy again from this company!
We purchased a king for our 45' motorhome and it was greatSo, we purchased another king and a queen for homeWe have not had any problems with either of the king mattressesHowever, the queen did not feel right when we opened the packageAs we picked it up to move to the queen bed in our smaller motor home a large chunk ripped off the sideWe figured it was our fault, perhaps we did not handle it gently enoughAfter the first days use in the motorhome there was a very large separation (toinches) in the middle of the foamWhen I called, I was told that we did not purchase a queenThe queen and the king were on the same receipt After I sent them a copy of the receipt, they admitted that we did buy a queen, but they would not do ANYTHING to solve our problem After several calls and emails, I was told that they would "sell" me some spray glueThe problem has gotten so bad that after about a years worth of use, we will have to get a new mattressGuaranteed that we will not buy from Foam by mail again
I ordered three sofa cushions and when I received them I could not believe how stiff they wereSo stiff that it's impossible to fit them in the sofa cushion coversI called customer service and I was told the foam is very firm for supportI also was told to put them in a plastic bag and suck the air out with a vacuum cleaner and then fit them in the coversOK customer service you try thatIt should be posted on their website that this foam is hard as plywoodNow i'm out $and stuck with these plywood like cushionsAlso I follow the website measuring instructions adding one inch depth and width and 1/inch on thicknessBig mistakeIt would been ok if the foam was softerVery disappointed
I recently ordered a king size mattress cover to fit over a mattress I purchased about years agoIn that order, I also ordered a queen mattress cover to fit over a queen mattress I purchased at the same time The queen mattress cover came secure on the mattress I orderedThe king mattress cover came separately
The king mattress cover measures about by and thus does not fit the king mattress My husband and I attempted to fit the cover on for about minutes When I called to inquire about a refund, Linda told me that I must send pictures of the cover I spent another minutes, laying the cover on the ground, making sure it was straight I sent three pictures to Linda with both sides
I received an email from Linda saying that the photo did not demonstrate the cover was too small I called to inquire how this could be possible and after conversation, Linda said she only received the one picture of inches Thus, I sent the picture with the measure of inches In another call, Linda claimed that the new picture was problematic because it looked as if the cover was not pulled tight enoughShe claimed that I would have to take another picture She also said that the second mattress cover (the one already on the queen mattress) was probably the king cover and that I had probably put the wrong mattress cover on the wrong mattress When I told her that the queen mattress cover came on the mattress I ordered, she then said that the King mattress cover was then the correct size
Finally, she refused to give me the last name of the manager of the company and said she would only send me a shipping label (so you all could measure yourself) after I had packed the item up
3-30-2015RE: Revdex.com Case # *** *** P ***
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
After review of the complaint, it has been determined that the warranty does not cover the issues that the customer is describingDetails of the warranty are below
“Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/inches or greater, starting from the product's shipping date, or invoice date for in-store pickupsAfter inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repairIf 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 FactoryIf 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 costIf 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 FactoryFoam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the originalThe Warranty only covers body impressions of 1-1/inches or greaterIssues the Warranty does not cover include, but are not limited to: softening, body impressions less than 1-1/inches, cracking, and/or splittingThe Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any wayWarranty claims must be made by the product's original purchaserRefer to the specific product page for length of Warranty
”
http://www.thefoamfactory.com/customerservice.html
Unfortunately, because the issue is not covered under warranty, no further actions or remedies can be takenSorry for the inconvenience this causes
Sincerely,*** ***Sales ManagerFoam Factory Inc
I placed an order for about $worth of replacement couch cushions and FedEx lost one of the packagesWhile FedEx proved themselves to be completely incompetent, Foam Factory demonstrated their customer appreciation and corrected the situation by sending another package with the cushions I was missing
Their product fit exactly as measured, was delivered on time (the packages that did arrive), and I am very pleased with the quality of the product
This is greatly appreciated on my partThey have earned my business
[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer 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 offer appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]As stated in the
original complaint filed with the Revdex.com, this 5lb
foam topper was purchased on November 24th By
February 6th 2015, within the first weeks, there was
significant cracking in the foamThe cracking is accelerating with
fisher inches long by inches deep, with other cracks developing
With this accelerated cracking it will make this foam bed topper
unusable in the very near future
Factory Foam
specifications clearly state that the life expectancy of this foam is
12-years
The Foam Factory has
breached the implied warranty by selling goods unfit for there
ordinary purpose
I seek replacement
for the foam topper in question
Regards,
*** ***
I placed a large order ($250+) of various types of foamFirst, they failed to send one of my ordered piecesThey quickly sent out a replacementHowever, the original pieces they sent were the incorrect diameterI notified them of this and told them no replacement was needed, and didn't receive any acknowledgment of their mistake - which is rather poor customer serviceWhen I followed up again to ensure they received my message, they simply responded that it was human error and did not offer to make any accommodationsThey don't seem to care about their customersGiven these issues, I would recommend ordering elsewhere
I ordered cushion inserts wrapped with Dacron for window seat cushions from the Foam FactoryFoam Factory stated that they shipped the products which never arrived I contacted them to inform them that no shipment came to me They did not follow up I had to search with the shipper and file a claim with the shipper myselfFoam Factory did not do anything to assist instead they decided that they were done and had charged my credit card After the shipper determined they could not find any package I again reached out to Foam factory who refused to refund my credit card nor would they re-ship productYelp has many customers who also have made many complaints about Foam FactoryIt is not clear why the Revdex.com has not downgraded the foam factory rating
I ordered 20,pieces of 2'' diameter polyethylene cylinders and received 1-7/8'' diameter cylinders This item is not listed on their Tolerance Table whatsoever yet they cite their "Machine-Cut" tolerance policy as the reason they will not fix this issue The cylinders were "Machine-cut" in the length dimension (not the diameter of the cylinders) The policy clearly states "Note that each tolerance is respective to an individual dimension of the product, not a total sum of all dimensions." The dimension I am disputing is not the "Machine-cut" dimension, but the diameter of the cylinders These were advertised as exactly 2'' on the product description, and once again, were not listed as having any tolerances in the Tolerance Table
3/called foam factory to purchase high density foam cushions for replacements (2).sales person assigned gave detailed answers to my questions on what to buy ,how to buy.I gave the dimensions and what I needed due to hip arthritis /replacement,( extra firm) to not sink in.I was given choices have company make cushions (more expensive)or save money and buy 1/sheet and "do it yourself" as a home project.I asked questions as to difficulty & such and was given assurances and a standard year warranty on product.I followed the sales persons advice and followed instructions and the cushions came out great and saved some money too(fixed income ...SS disability).fast forward months(5/16) and the product is failing (crushing down ) not maintaining firmness I contacted company,followed all requests for review and 1st was told the product was not the correct size (thickness)my fault insinuated yet it was thru the sales person formula for measuring for replacement as to how we or
I purchased a full size memory foam mattress from this company on-lineThey have various types available depending on what type of feel you likeI emailed the company with my weight, my sleeping style, and what I'm accustomed to sleeping onThey recommended a mattress with 3" of LB Emory foam on a std base
I placed the order on 9-30-and it arrived a few days laterIt is so soft and cheap, my neck and back hurt very muchI can't sleep on it anymore
I emailed them with my problem today on 10-18-and was told them are no returns, and only offered to sell me another layer of firmer foam after I brought it up as a possible solutionTHey did not respond to my follemail
I should not have to pay for a fix for their recommendationThere is a return policy listed on their websiteYet, when I called, I was told there are NO RETURNS
received foam in a timely manorreplaced two bench seats in my new toyhauler trailer that needed upgradingBoth my brother are heavier men (240lb) and required a firmer seatingpulled the original foam out and inserted the new ( cushion lux foam/ high quality ) into the outer casings, fantastic support improvementpriced right and cut to precise measurements
I filed a complaint #and it was resolved Dec 2, 2016, yet I have not received a credit on my charge account or a check in the mail I began calling Revdex.com Jan 11,and twice again on the 17thI have not received a call backHow do I collect my settlement moneyThis company has not been acting in good faith since the beginning
I recently placed an online order through this company for a sheet of closed cell foamThe first time the item was shipped it never made it to my location because it was damaged in transitThe item was reshipped and arrived damagedThe reason the item arrived in poor condition is because they do not use sufficient packaging (they just pass the blame to FedEx by making statements such as " We are sorry that FedEx damaged the package." It is very apparent that a little more care in packaging the item would have made all the differenceT
The customer service representative "Linda L." provided your typical robotic responses and did not go out of her way at all to helpShe just went through the motionsJust a warning for anyone who is thinking of doing business with themTry to find what you need locallyUnless you are in the market for beat up, damaged foam
Purchased a large piece of foam to put on my king bedItem arrived *** and left outside the aptbldgnot at aptdoorOpened item and it was filthy dirty, not suitable for the bed and was terribly cut with many curves and ragged as though it was cut with a spoonSpoke with "***" at Foam Factory and she stated that she cannot have *** repisince I didn't take photos to see if the problems were their faultShe spoke to the boss and stated that I would have to send it back at my expense until they received the item and if there is nothing wrong with it, they would not reimburse me the shipping and also charge me a 25% restocking feeHowever, if item was their fault, they would repay me all my money back to my credit card and also repay me the shipping costThe product was $and my shipping cost to send it back was another $by USPS because *** and UPS were $to send it backThey received the item back and they recredited my credit card the full amoun
I looked at Foam Factory's website which said bring your seat cushions to us to get your foam replaced custom sizes availableI went in on Oct 24th and spoke at the counter with ***I brought in dining room chair seat cushionsI had taken apart cushionI requested inch foam, but was told inch was fineSince she was measuring, I accepted her assessmentI explained the foam shape had rounded corners and was cut larger and overlapped the woodThis discussion took about minutesShe gave me a partial price on the supplies and included fiberfill which my cushions did not haveShe told me the upholsterer was not in, so she would have to call me with the labor charge after he looked at the cushionsShe called me later that afternoon and we agreed on a price and I paid $by credit card On Oct 27th, I received a call to come and pick up my finished productI went to pick up the seat cushions Oct 31stat am The cushions were done incorrectlyThe shape was w
I am a hobbyist and ordered a small quantity of their charcoal foam to make a custom telescope packing mold using three layers adhered togetherBefore I placed my order and after I placed my order, I was notified that because it is their "high-season" my order might take longer than business days to processBecause my order was relatively small compared to commercial orders, I figured my order was going to take weeks and weeksMy order was processed the next day and was delivered within five business daysSuper fast, even with a notice stating otherwiseTheir customer service, when responding to their order emails, is top notchVery helpful! Would definitely buy again from this company!
We purchased a king for our 45' motorhome and it was greatSo, we purchased another king and a queen for homeWe have not had any problems with either of the king mattressesHowever, the queen did not feel right when we opened the packageAs we picked it up to move to the queen bed in our smaller motor home a large chunk ripped off the sideWe figured it was our fault, perhaps we did not handle it gently enoughAfter the first days use in the motorhome there was a very large separation (toinches) in the middle of the foamWhen I called, I was told that we did not purchase a queenThe queen and the king were on the same receipt After I sent them a copy of the receipt, they admitted that we did buy a queen, but they would not do ANYTHING to solve our problem After several calls and emails, I was told that they would "sell" me some spray glueThe problem has gotten so bad that after about a years worth of use, we will have to get a new mattressGuaranteed that we will not buy from Foam by mail again
I ordered three sofa cushions and when I received them I could not believe how stiff they wereSo stiff that it's impossible to fit them in the sofa cushion coversI called customer service and I was told the foam is very firm for supportI also was told to put them in a plastic bag and suck the air out with a vacuum cleaner and then fit them in the coversOK customer service you try thatIt should be posted on their website that this foam is hard as plywoodNow i'm out $and stuck with these plywood like cushionsAlso I follow the website measuring instructions adding one inch depth and width and 1/inch on thicknessBig mistakeIt would been ok if the foam was softerVery disappointed
I recently ordered a king size mattress cover to fit over a mattress I purchased about years agoIn that order, I also ordered a queen mattress cover to fit over a queen mattress I purchased at the same time The queen mattress cover came secure on the mattress I orderedThe king mattress cover came separately
The king mattress cover measures about by and thus does not fit the king mattress My husband and I attempted to fit the cover on for about minutes When I called to inquire about a refund, Linda told me that I must send pictures of the cover I spent another minutes, laying the cover on the ground, making sure it was straight I sent three pictures to Linda with both sides
I received an email from Linda saying that the photo did not demonstrate the cover was too small I called to inquire how this could be possible and after conversation, Linda said she only received the one picture of inches Thus, I sent the picture with the measure of inches In another call, Linda claimed that the new picture was problematic because it looked as if the cover was not pulled tight enoughShe claimed that I would have to take another picture She also said that the second mattress cover (the one already on the queen mattress) was probably the king cover and that I had probably put the wrong mattress cover on the wrong mattress When I told her that the queen mattress cover came on the mattress I ordered, she then said that the King mattress cover was then the correct size
Finally, she refused to give me the last name of the manager of the company and said she would only send me a shipping label (so you all could measure yourself) after I had packed the item up
3-30-2015RE: Revdex.com Case # *** *** P ***
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
After review of the complaint, it has been determined that the warranty does not cover the issues that the customer is describingDetails of the warranty are below
“Warranty:
The Warranty exclusively covers an increase in body impressions of 1-1/inches or greater, starting from the product's shipping date, or invoice date for in-store pickupsAfter inspection and Foam Factory's acknowledgement of product failure, defective products may be returned for replacement or repairIf 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 FactoryIf 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 costIf 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 FactoryFoam Factory reserves the right to replace or repair the product with similar materials of equal or greater value that may not be an exact match to the originalThe Warranty only covers body impressions of 1-1/inches or greaterIssues the Warranty does not cover include, but are not limited to: softening, body impressions less than 1-1/inches, cracking, and/or splittingThe Warranty will be void if the product is found to have been physically abused, damaged, soiled, infested, resized, or reshaped in any wayWarranty claims must be made by the product's original purchaserRefer to the specific product page for length of Warranty
”
http://www.thefoamfactory.com/customerservice.html
Unfortunately, because the issue is not covered under warranty, no further actions or remedies can be takenSorry for the inconvenience this causes
Sincerely,*** ***Sales ManagerFoam Factory Inc
I placed an order for about $worth of replacement couch cushions and FedEx lost one of the packagesWhile FedEx proved themselves to be completely incompetent, Foam Factory demonstrated their customer appreciation and corrected the situation by sending another package with the cushions I was missing
Their product fit exactly as measured, was delivered on time (the packages that did arrive), and I am very pleased with the quality of the product
This is greatly appreciated on my partThey have earned my business
[A default letter is provided here which indicates your rejection of the business's offer.
Revdex.com:
I have reviewed the offer 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 offer appear below:
[You must provide details of why you are not satisfied with this resolutionPlease type details here:]As stated in the
original complaint filed with the Revdex.com, this 5lb
foam topper was purchased on November 24th By
February 6th 2015, within the first weeks, there was
significant cracking in the foamThe cracking is accelerating with
fisher inches long by inches deep, with other cracks developing
With this accelerated cracking it will make this foam bed topper
unusable in the very near future
Factory Foam
specifications clearly state that the life expectancy of this foam is
12-years
The Foam Factory has
breached the implied warranty by selling goods unfit for there
ordinary purpose
I seek replacement
for the foam topper in question
Regards,
*** ***
I placed a large order ($250+) of various types of foamFirst, they failed to send one of my ordered piecesThey quickly sent out a replacementHowever, the original pieces they sent were the incorrect diameterI notified them of this and told them no replacement was needed, and didn't receive any acknowledgment of their mistake - which is rather poor customer serviceWhen I followed up again to ensure they received my message, they simply responded that it was human error and did not offer to make any accommodationsThey don't seem to care about their customersGiven these issues, I would recommend ordering elsewhere
I ordered cushion inserts wrapped with Dacron for window seat cushions from the Foam FactoryFoam Factory stated that they shipped the products which never arrived I contacted them to inform them that no shipment came to me They did not follow up I had to search with the shipper and file a claim with the shipper myselfFoam Factory did not do anything to assist instead they decided that they were done and had charged my credit card After the shipper determined they could not find any package I again reached out to Foam factory who refused to refund my credit card nor would they re-ship productYelp has many customers who also have made many complaints about Foam FactoryIt is not clear why the Revdex.com has not downgraded the foam factory rating