Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ I'm in the business of make products for customers exactly as they are orderedYou expected me to guess that you needed a curve in your cushionsyou didn't add any comments specifying there is a curveIts difficult to communicate with [redacted] 's who only see what they want to seeI offer to produce cushions with a specific shape and dimensions and you guys want cushions of a different shape and dimensionWhen you are so focused on how this is my fault, its impossible to come to any compromiseIn the future I would recommend you attempt to understand the situation and simply ask what can be done about itYou were not interested in thisYou only wanted to blame me for have a misleading websiteI make yach mattesses all the time in this shape to the exact dimensinos ordered for [redacted] without any curve in the sidesI make several every monthIn fact, the very same day I got off the phone with you, I had a custommer who had curves in his cushions specifically requested in writing that he wanted them exactly as the shape on the website without any curvesWhat should I tell those [redacted] 's if I start adding random amounts of curves to the sides when they didn't want it nor did I advertise that is what I would make for them?
I love the product. They helped me measure. I would have screwed up the way I was going to do it. Like I measured the old foam. They told me that the old foam changes shape and size. Easy to measure seam to seam. A lady helped me with denseness of product I should get. She was right I needed the firm bottom cushion and less firm for the thin top cushion. Thanks [redacted]
Initial Business Response /* (1000, 8, 2015/04/02) */
Hi ***,
Our site allows customers to add comments about items they are trying to orderIf you try to use our comments field to request a different size item than the one you have ordered our administrative staff (Javier) will let you
know that is not allowedYour order was for a foam mattress of a certain standard size, but, you added comments to make it a custom sizeThe custom size item costs more than the standard sized items
So to concluded, yes your order confirmation shows you want a standard size item but your comments request a custom size itemWe cannot build custom size items for people at the same price we make a standard size itemJust because you were able to add a comment to request this doesn't mean we need to produce it for you
Hope this makes sense
Initial Business Response /* (1000, 10, 2015/03/30) */
Thank you for taking the time and writing Revdex.comThis is the first I have heard of thisThanks for informing us of your experience with our companyI track all users who access cc info as well as limit individuals to just a few who
actually have access to cc infoI will look into who viewed your cc dataI will also speak with customer service staff about appropriate responses to customer concernsYou don't by chance have the name of the person you spoke with? Please feel free to email me directly at
***@foamorder.com
Warm regards
*** ***
President
Initial Consumer Rebuttal /* (3000, 12, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr***,
I have no desire to email you directlyThis is a matter to be resolved by the Revdex.com, not youYou are the person I spoke with and exchanged emails with in reference to my stolen credit card numberYou told me all computer work stations were under video surveillance and you would review the videos and contact me with the resultsWhen I didn't receive a response from you after a few days, I contacted you againYou wrote back to me with the explanation that the surveillance system happened not to be working the day this incident occurredThat seemed a bit too coincidental and convenient to use as an excuse to cover up a theft by you or one of your employeesFortunately, your company isn't the only one selling the same productsMy purchase from one of your competitors was the only pleasant part of this experience for meMy only disappointment is the fact you're still in business
*** ***
Final Business Response /* (4000, 14, 2015/04/15) */
Hi ***,
So Revdex.com will automatically forward me every email you send to themIf you don't want to discuss this with meDo not reply
Final Consumer Response /* (4200, 16, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I had chosen to respond to Mr*** via his personal email, the correspondence would not be available to the Revdex.com for other consumers to read or for the Revdex.com to add to the recordHis telling me not to reply if I don't want to play his game is quite telling if he has nothing to hideThere has been no proposed resolution to the matter as yet
Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@foamorder.com
I let *** know that since one item on the order is as advertised it would have a cancellation fee of 25%I can issue a
refund less the 25% feePlease adviseI emailed this to her as well but have never received a reply to my emails
Initial Business Response /* (1000, 10, 2014/06/20) */
Received business response via email on 6/20/14:
Our customer in fact communicated with our staff per the below email chainHis statements are simply structured to support his argument and not the truth
We informed him of the
delay and color choices which he approved on march only after further reminders requesting he make a choice
His custom order was then produced to his approved specifications and shipped on April This is a custom item for him and not usable for othersIt is not refundable/cancellable/returnableIn order to help resolve this I will be happy to pay to ship the item back to him at my expense
Oh, another thing, on Mar when he approved the color per below email chain is when he should have cancelled the order not encourage us to make it for him
Warm regards
Mike ***
Customers Services
Initial Consumer Rebuttal /* (3000, 12, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My statements are true and accurateAs for the duvet, the stores policy claims it will be shipped in 1-days from being charged, this did not happen and it was not properly communicated
Also the store owner did not address any of the quality issues I had with the partial order I received
Thanks for your time, ***
Final Business Response /* (4000, 14, 2014/06/26) */
As I have arleady stated ealier he should have cancelled the order on March 31st instead of choosing a color for us to CUSTOM MAKE A DUVET for him fromHis order was custom sewn to his specifications and then shipped on April Just days after he approved the colorHe could have cancelled the order anytime before production had begun and he chose to waitHis contract with us doesn't allow for a cancellation after production has begun
He didn't contact me about the issues he has described he had with the bedAt this point, I'm I may be able to re-imburse him for any parts which he purchased for the bed once he presents a copy of his receipt and we have a chance to review itWe buy these beds from an importer who at their discretion will replace / discount/ re-imburse
Final Consumer Response /* (4200, 16, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I had ordered a duvet and pillowcases 2/22/Per the foam order policy the order should have been shipped in 1-days after my card had made the paymentIt was almost months until it was ready to shipThis along with the other quality issues and the lack of communication and customer support gives me no confidence in this vendorI would simply like to be reimbursed $for the order that I have not yet recieved
Thanks for your time, ***
I ordered two twin-size wedges to lay side-by-side on a king bed. Not a hard requirement for most companies to understand. When I received the product, it was not made to the specifications that I had in my hard copy of the order entry data. Somehow the company came up with a "fabricated" order page reflecting the dimensions that they manufactured to. I guess foam in not the only thing they "fabricate". I sent them pictures showing that there was no way the delivered product was made as I specified and it would fit on a king-size bed as a typical wedge would be positioned. They don't care to serve the needs of their customers and they pass on their errors to their unsuspecting customers as so many of the reviews here and on other review sites have depicted so well. They have proved how unscrupulous they can be. Do yourself a big favor and don't get caught up in their web - buy your foam products elsewhere.
Initial Business Response /* (1000, 5, 2015/04/27) */
I'm in the business of make products for customers exactly as they are ordered. You expected me to guess that you needed a curve in your cushions. you didn't add any comments specifying there is a curve. Its difficult to communicate with...
[redacted]'s who only see what they want to see. I offer to produce cushions with a specific shape and dimensions and you guys want cushions of a different shape and dimension. When you are so focused on how this is my fault, its impossible to come to any compromise. In the future I would recommend you attempt to understand the situation and simply ask what can be done about it. You were not interested in this. You only wanted to blame me for have a misleading website. I make yach mattesses all the time in this shape to the exact dimensinos ordered for [redacted] without any curve in the sides. I make several every month. In fact, the very same day I got off the phone with you, I had a custommer who had curves in his cushions specifically requested in writing that he wanted them exactly as the shape on the website without any curves. What should I tell those [redacted]'s if I start adding random amounts of curves to the sides when they didn't want it nor did I advertise that is what I would make for them?
I love the product. They helped me measure. I would have screwed up the way I was going to do it. Like I measured the old foam. They told me that the old foam changes shape and size. Easy to measure seam to seam. A lady helped me with denseness of product I should get. She was right I needed the firm bottom cushion and less firm for the thin top cushion. Thanks [redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/27) */ I'm in the business of make products for customers exactly as they are orderedYou expected me to guess that you needed a curve in your cushionsyou didn't add any comments specifying there is a curveIts difficult to communicate with [redacted] 's who only see what they want to seeI offer to produce cushions with a specific shape and dimensions and you guys want cushions of a different shape and dimensionWhen you are so focused on how this is my fault, its impossible to come to any compromiseIn the future I would recommend you attempt to understand the situation and simply ask what can be done about itYou were not interested in thisYou only wanted to blame me for have a misleading websiteI make yach mattesses all the time in this shape to the exact dimensinos ordered for [redacted] without any curve in the sidesI make several every monthIn fact, the very same day I got off the phone with you, I had a custommer who had curves in his cushions specifically requested in writing that he wanted them exactly as the shape on the website without any curvesWhat should I tell those [redacted] 's if I start adding random amounts of curves to the sides when they didn't want it nor did I advertise that is what I would make for them?
I love the product. They helped me measure. I would have screwed up the way I was going to do it. Like I measured the old foam. They told me that the old foam changes shape and size. Easy to measure seam to seam. A lady helped me with denseness of product I should get. She was right I needed the firm bottom cushion and less firm for the thin top cushion. Thanks [redacted]
Initial Business Response /* (1000, 8, 2015/04/02) */
Hi ***,
Our site allows customers to add comments about items they are trying to orderIf you try to use our comments field to request a different size item than the one you have ordered our administrative staff (Javier) will let you
know that is not allowedYour order was for a foam mattress of a certain standard size, but, you added comments to make it a custom sizeThe custom size item costs more than the standard sized items
So to concluded, yes your order confirmation shows you want a standard size item but your comments request a custom size itemWe cannot build custom size items for people at the same price we make a standard size itemJust because you were able to add a comment to request this doesn't mean we need to produce it for you
Hope this makes sense
Initial Business Response /* (1000, 10, 2015/03/30) */
Thank you for taking the time and writing Revdex.comThis is the first I have heard of thisThanks for informing us of your experience with our companyI track all users who access cc info as well as limit individuals to just a few who
actually have access to cc infoI will look into who viewed your cc dataI will also speak with customer service staff about appropriate responses to customer concernsYou don't by chance have the name of the person you spoke with? Please feel free to email me directly at
***@foamorder.com
Warm regards
*** ***
President
Initial Consumer Rebuttal /* (3000, 12, 2015/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr***,
I have no desire to email you directlyThis is a matter to be resolved by the Revdex.com, not youYou are the person I spoke with and exchanged emails with in reference to my stolen credit card numberYou told me all computer work stations were under video surveillance and you would review the videos and contact me with the resultsWhen I didn't receive a response from you after a few days, I contacted you againYou wrote back to me with the explanation that the surveillance system happened not to be working the day this incident occurredThat seemed a bit too coincidental and convenient to use as an excuse to cover up a theft by you or one of your employeesFortunately, your company isn't the only one selling the same productsMy purchase from one of your competitors was the only pleasant part of this experience for meMy only disappointment is the fact you're still in business
*** ***
Final Business Response /* (4000, 14, 2015/04/15) */
Hi ***,
So Revdex.com will automatically forward me every email you send to themIf you don't want to discuss this with meDo not reply
Final Consumer Response /* (4200, 16, 2015/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I had chosen to respond to Mr*** via his personal email, the correspondence would not be available to the Revdex.com for other consumers to read or for the Revdex.com to add to the recordHis telling me not to reply if I don't want to play his game is quite telling if he has nothing to hideThere has been no proposed resolution to the matter as yet
Initial Business Response /* (1000, 5, 2015/08/27) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@foamorder.com
I let *** know that since one item on the order is as advertised it would have a cancellation fee of 25%I can issue a
refund less the 25% feePlease adviseI emailed this to her as well but have never received a reply to my emails
Initial Business Response /* (1000, 10, 2014/06/20) */
Received business response via email on 6/20/14:
Our customer in fact communicated with our staff per the below email chainHis statements are simply structured to support his argument and not the truth
We informed him of the
delay and color choices which he approved on march only after further reminders requesting he make a choice
His custom order was then produced to his approved specifications and shipped on April This is a custom item for him and not usable for othersIt is not refundable/cancellable/returnableIn order to help resolve this I will be happy to pay to ship the item back to him at my expense
Oh, another thing, on Mar when he approved the color per below email chain is when he should have cancelled the order not encourage us to make it for him
Warm regards
Mike ***
Customers Services
Initial Consumer Rebuttal /* (3000, 12, 2014/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My statements are true and accurateAs for the duvet, the stores policy claims it will be shipped in 1-days from being charged, this did not happen and it was not properly communicated
Also the store owner did not address any of the quality issues I had with the partial order I received
Thanks for your time, ***
Final Business Response /* (4000, 14, 2014/06/26) */
As I have arleady stated ealier he should have cancelled the order on March 31st instead of choosing a color for us to CUSTOM MAKE A DUVET for him fromHis order was custom sewn to his specifications and then shipped on April Just days after he approved the colorHe could have cancelled the order anytime before production had begun and he chose to waitHis contract with us doesn't allow for a cancellation after production has begun
He didn't contact me about the issues he has described he had with the bedAt this point, I'm I may be able to re-imburse him for any parts which he purchased for the bed once he presents a copy of his receipt and we have a chance to review itWe buy these beds from an importer who at their discretion will replace / discount/ re-imburse
Final Consumer Response /* (4200, 16, 2014/06/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since I had ordered a duvet and pillowcases 2/22/Per the foam order policy the order should have been shipped in 1-days after my card had made the paymentIt was almost months until it was ready to shipThis along with the other quality issues and the lack of communication and customer support gives me no confidence in this vendorI would simply like to be reimbursed $for the order that I have not yet recieved
Thanks for your time, ***
This company deserves ZERO stars for performance.
I ordered two twin-size wedges to lay side-by-side on a king bed. Not a hard requirement for most companies to understand. When I received the product, it was not made to the specifications that I had in my hard copy of the order entry data. Somehow the company came up with a "fabricated" order page reflecting the dimensions that they manufactured to. I guess foam in not the only thing they "fabricate". I sent them pictures showing that there was no way the delivered product was made as I specified and it would fit on a king-size bed as a typical wedge would be positioned. They don't care to serve the needs of their customers and they pass on their errors to their unsuspecting customers as so many of the reviews here and on other review sites have depicted so well. They have proved how unscrupulous they can be. Do yourself a big favor and don't get caught up in their web - buy your foam products elsewhere.
Initial Business Response /* (1000, 5, 2015/04/27) */
I'm in the business of make products for customers exactly as they are ordered. You expected me to guess that you needed a curve in your cushions. you didn't add any comments specifying there is a curve. Its difficult to communicate with...
[redacted]'s who only see what they want to see. I offer to produce cushions with a specific shape and dimensions and you guys want cushions of a different shape and dimension. When you are so focused on how this is my fault, its impossible to come to any compromise. In the future I would recommend you attempt to understand the situation and simply ask what can be done about it. You were not interested in this. You only wanted to blame me for have a misleading website. I make yach mattesses all the time in this shape to the exact dimensinos ordered for [redacted] without any curve in the sides. I make several every month. In fact, the very same day I got off the phone with you, I had a custommer who had curves in his cushions specifically requested in writing that he wanted them exactly as the shape on the website without any curves. What should I tell those [redacted]'s if I start adding random amounts of curves to the sides when they didn't want it nor did I advertise that is what I would make for them?
I love the product. They helped me measure. I would have screwed up the way I was going to do it. Like I measured the old foam. They told me that the old foam changes shape and size. Easy to measure seam to seam. A lady helped me with denseness of product I should get. She was right I needed the firm bottom cushion and less firm for the thin top cushion. Thanks [redacted]