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[Resolved] Foam Sweet Foam / Negative experience

1 United States Review updated:

I bought a two layer latex mattress from Foam Sweet Foam.
I specifically asked that I be sent only new layers, since I was
aware they had an exchange policy. I was assured by the owner, Scott, that
they would send me new layers, freshly removed from the plastic wrapping.

Three days after receiving the mattress I looked inside the zip cover
and discovered that one layer had major
damage: 1) a palm sized dark brown stain 2) a fist sized tear at the edge
partially repaired by gluing it back on on two sides 3) 2 slices about
12 inches long and 4 inches deep near the label, blistering on the
surface of the mattress, 4) purple threads-fabric adhearing to the mattress.
The other mattress layer had a small dark brown stain and tears.

I gave the owner, Scott, the opportunity over 3 weeks to totally refund my money:
$1, 184, 17 and the cost of mailing it back to him $44.47. I contacted him by
phone, mail, and email. He refused, saying that their policy was to exchange defective products.This mattress was not only defective, it was
used. Because I returned it and was not willing to accept an exchange, he charged me a 25% restocking fee. He kept $319.00 of my dollars!

I returned it because I have no interest in doing business with or accepting an exchange from someone who sent me damaged and used goods. I sent a report to the Better Business Bureau, so this the second complaint against Foam Sweet Foam in the last two years. He has been in business for much longer than that, but has been registered with the Better Business Bureau for only two years. Foam Sweet
Foam or Foam Cheat Foam? Please let me know if you have had a negative
experience with this company.

  • Foam Sweet Foam Customer Care's Response, Mar 20, 2018

    My name is Heidi Fischer and I am the Office Manager of Foam Sweet Foam. The initial complaint posted on this page is from a customer that purchased from us January 2007, and as I write this, this review is well over 10 years old. In the case of this customer, this was not a "used" product that was received. Unfortunately it did not arrive according to their expectations. The slightly dirty spots they described would typically be from the manufacturing process and that is how we would receive them to our warehouse. We have since then changed suppliers to avoid instances such as this. We also no longer have a restocking fee when an item is returned. We did our due diligence with this customer officially through the BBB. Foam Sweet Foam has been in business for 36 years, has thousands of happy sleeping customers, and only ships out brand new latex. Any latex that is exchanged or returned to our location is scrapped or donated. If someone has any further questions, please feel free to send us an email to hello@foamsweetfoam.com. Thank you!

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Comments

  • L3
      18th of Sep, 2009
    +3 Votes

    I came across this because I am shopping for latex mattresses. This EXACT, word-for-word, complaint was posted on another forum under a different name in Jan, 2007. There was also a reasonable response from the owner of the company on that forum. I have no personal experience with this company and therefore no opinion about the quality of their products or service, but I find it interesting that you are still harboring a grudge over 2 YEARS later. Either you have a hidden agenda or you really need to let it go and move on with your life IMO.

  • Sp
      13th of Mar, 2011
    +3 Votes

    Just finished a ton of research on mattresses and doing business with Foam Sweet Foam. They have an A rating with BBB. Nobody but this one poster has a complaint anywhere online. Either this poster has a personal or business agenda since there is absolutely no corroborating evidence or Foam Sweet Foam had a quality 'escape' and they would not allow them to make it right except on their own terms.

  • De
      27th of Aug, 2014
    +3 Votes

    I had an amazing experience at Foam Sweet Foam! After a month of online researching latex mattress's, adjustable beds and companies that sell them I came across FSF and decided to call them after seeing their excellent BBB rating. I spoke to Scott the owner who answered all of my questions without any of the pressure sale tactics I got when talking to other large online latex mattress sellers. I was going to buy over the phone but he suggested since I live in OC that my husband and I go in to pick the correct firmness level. The sales person Heidi was very helpful and when I told her the best price I found for the adjustable base she suggested we call Scott and he matched the price and I was able to get the base and the mattress from them and had my bed delivered in an astounding 2 days! I would have had to wait weeks had I bought the adjustable bed online! I also made sure to thoroughly check all of our layers and I assure you they were all brand new! I have now told all my friends and family about FSF and my husband and I have never slept better.

  • Sa
      7th of Sep, 2015
    +3 Votes

    I received my 12" FoamSweetFoam mattress last week. It was delivered in great shape and was easy to assemble. The mattress cover is very durable and luxurious in feel. Heidi was great to work with and we couldn't be happier with our new bed. Either the complainant had a once-in-a-lifetime experience or is just one of those people that can never be pleased. As far as I am concerned, I would highly recommend FoamSweetFoam to anyone wanting to purchase a 100% latex bed.

  • My
      31st of Dec, 2016
    -6 Votes

    Thank you for the information. I was going to buy a mattress from this company but after reading your complaint, it reminded me of similar situation that happened to me somewhere else and i am very familiar with this kind of customer cheating. All the comments here are from the guy selling the mattresses or his family or employees. The comments just make no sense and they are serving to cover his ###. I will not buy this mattress and i will shop elsewhere. So scotty go ahead and cheat another customer may be karma will bite in the ### one more time.

  • My
      31st of Dec, 2016
    -1 Votes

    I do not understand why all these comments are posted against the initial complaint by customers that have "no business with the company". It seems very odd that after buying a mattress and be happy with it, one would go look for complaints against the company and discredit another customer who had terrible experience with the company and accuse him of grudge and what have you. The guy had a terrible experience and posted a complaints as he should to help people like me and others. That is actually awesome.

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