[Resolved] Foam Sweet Foam / Negative experience
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 email@example.com. Thank you!