Complaints

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Order placed on 2/21/24 - 5 custom cut foam cushions with 4 of the 5 Sunbrella covers arrived - called immediately to let them know a cover was missing, they promptly located the missing cover in their warehouse and mailed it to me - cushions were a disaster and did not fit at all - tried calling but office was closed, eventually I got distracted by other obligations - finally decided I had to contact them to make it right and did so 6/21 - I have written record of the correspondences from 6/21 to 9/4 - I want to be clear that through our emails and phone calls we agreed that we were both at fault. I thought we had agreed upon redoing the order at 50% the cost and they ship for free - I had hoped to have them make new cushions and fix the order but now they will no longer respond to my phone calls or emails - I have been very patient and understanding of all the delays due to illnesses and holidays and the many times my calls were not returned since ********* my last email I told them I was looking for resolution to the problem, hoped we could work together and asked them to please call me or they would give me no other choice but to contact the Better Business Bureau - That last mail was on 9/4, I have not heard anything from them - I paid them $1,359.40 and would just like them to refund it and be done with them

  

  Business response

  09/22/2024

  BBB Claim
  
  FoamOrder #******
  Customer: **** ***
  Order Placed: February 2, 2024
  5 Cushions and 5 Covers
  
  The Customer made errors in measurements when she placed her order. The customer also stated that FoamOrder made some errors.FoamOrder and the Customer were working together to find some resolution. The Customer was seeking 50% off a new order. FoamOrder was unwilling to do so without pictures indicating FoamOrder is at fault.
  
  FoamOrder Policy that each customer agrees to prior to payment is:
  DAMAGES:  Open and inspect all items in your packages upon receipt. Any damages or errors must be notified to us VIA EMAIL within 5 days of receipt of goods. Leaving items in their compressed packaging will damage them. Send damage emails to: *********************************************************.
  
  Customer Order Received: Apr 4, 2024
  April 4, *********************** to advise 1 cover was missing from the order. Same Day we located the cover and shipped it to the customer.  This is not an ongoing issue with the order.
  
  July 08, 2024 (3 months after receiving the order)
  Customer calls stating all covers are too big and she needs to place a new order as she messed up the measurements.She believes FoamOrder made some errors too. The **************** Representative advised that the customer is outside of the 5 day window of notifying us of errors. The order was received 3 months prior to this call.
  
  July 08, 2024
  Customer escalated to the **************** Manager. The Manager spoke to the customer and stated that she is outside the 5 days of advising us of any errors but would be willing to work with her on this because the customer stated she made some measurements errors and needs to place a new order. Customer stated that she sent us a diagram. The diagram was not located in any history of email correspondence between the 2 and the customer could not find it either.  This order was not ordered as a Pattern shape nor was a pattern provided, the order was cut based on the measurements provided by the customer. Customer states she made some mistakes in the measurements but feels FoamOrder did as well.
  
  FoamOrder CS Manager asked that she send in photos with a measuring tape of the covers indicating that they do not match what was ordered.
  
  Jul 8, 2024 The attached photos were provided by the customer. The photos provided by the customer do not show measurements.
  
  July 22 2024  
  Via Email We offered to send a label to get the covers back. If they are in fact too big we could hopefully correct them.But we need to determine what errors we made, if any at all. And if the error was made by the customer a price would be discussed on how much it would be to correct them, if possible.
  
  August 5 2024
  The customer sent in another photo:
  1 ordered at: Back: ***** in,Front: ***** in, Length: 17 in, Thickness: 3 in
  2 ordered at: Back: 28 in, Front:41 in, Length: 17 in, Thickness: 3 in
  
  
  August 8 2024
  It is unclear which foam this, we asked customer for clarification.
  
  August 8 2024
  The CS Manager spoke to the customer on the phone. The customer was informed of what kind of photos we are looking for.Customer stated she would just send in the covers. The CS Manager stated that she would talk to the Head of the ******************
  
  August 20 2024
  Emailed customer: After a lengthy conversation with the ** and sewing department. We think we should get a pattern and the covers back as we are aware you want it done properly. Then from there we can work up a new order and put in motion which would be the best resolution. The pictures are not clear as to what dimensions are wrong on our end. I'll send you a label.
  
  Please provide me the weight and size of the box. It appears in most pictures the foam is the proper size, it's the covers that are 1" bigger.  Once we have the pattern, I can discuss again with my team and place a new order.   Does that sound okay to you?
  
  August 22 2024
  Customer Response:
  So the foam is too big as well. You can see in the pictures that it does not tuck in properly behind the edge of the bench. The covers fit the foam so that would make the foam 1-2 too big depending on which cushion. 1 over on the ends, 2over on the three middle foam cushions.   Do you still want to proceed in the same way; I send patterns and covers, weight and size of shipping box and you send the shipping label?
  
  August 22 2024
  Via Email: The Foam may be too big based on the mis-measurements we were *********** this time I do not have enough photos indicating that we are at fault. We can offer you 20% off a new order. I think it would be a good idea if you sent in a pattern to ensure this is done correctly. I am unsure if the existing covers can be corrected to fit to the size you need but we can certainly ask.
  
  August 22 2024
  Customer requests 50% off her new order, this is something FoamOrder is unwilling to do as no clear proof of errors made on our end were supplied. Customer was made aware.
  

  Customer response

  09/22/2024

   
  Complaint: 22260901
  
  I am rejecting this response because:
  
  Complaint: 22260901
  
  I am rejecting this response because: FoamOrder has only given partially accurate information, given an incorrect account of our correspondence and outright lied about certain information. Unfortunately I have had some experiences like this in the past which lead me to take meticulous record keeping during our correspondence. 
  While it is true I measured inaccurately, it is also true that they added an extra inch to the width of all the cushions and failed to make right angle corners in the edge cushions. Here is the actual account of our correspondences;
  June 21 - Tried to contact someone but got a message saying their office was closed. It was not a holiday.

  
  July 3 - Asked to talk to ****** (a manager who had helped me find the missing cushion cover and to whom I had reported that the cushions did not fit well at all). Told she was not in the office and to check back in with her next week after the holiday weekend. 

  
  July 8 - ****** said she had not received my pictures (my computer indicated they had sent) so I took them again and sent them to her.
  

  July 9 - Did not hear back so I called her, asked her to call me. She did not.

  
  July 10 - She called me, said she needed to talk to her boss about how to handle the costs of replacement. She instructed me to make a paper copy of each seat pattern. She said shed get back to me within the week and gave me her direct line. I made the 5 patterns for each one of the cushions. 

  
  July 15 - Not having heard back from her I called her private line, left a message to let her know I had the patterns ready and asked her to call me back. She did not. 

  
  July 18 - Not having heard back from her I again left a message asking her to call me back. She returned my call, offered free shipping and 45% off my re-order. Thats when I told her that while it was true I had given inaccurate measurements, they had added 1 to my measurements. I offered to mail the covers back so they could see. She offered to send me a shipping label. We agreed to reconvene after they had a chance to look over the covers.

  
  July 19 - Sent Melynn an email to let her know I had not received the shipping label. 

  
  July 22 - Called ******, left her a message that I had not received the shipping label. 

  
  July 23 - Called ******, got message that shed be out of the office until July 30th.

  
  August 1 - Having heard nothing I called again but got only her message. Asked her to call me. She did not.

  
  August 2 -  Having heard nothing I called again but got only her message. Asked her to call me. She did not.

  
  August 5 - Called her again. I suggested that rather than the shipping label I could take pictures with measurements showing the cushions were made too large. I asked if theyd agree to 50% off and free shipping. I mentioned again I had the patterns and was ready to send them. She said shed check with her boss and get back to me. She did not.

  
  August 13 - DIdnt hear anything so I called to check in. She was not there, I got her message saying she was gone for the weekend. Asked her to call me when she returned. She did not.

  
  August 19 - Called ******. Got her message saying she was out of the office. Asked her to call me when she got back in. She did not. 

  
  August 22 - After 2 confusing email correspondences I left a message asking her to call me. She did not. 

  
  August 28 - Called but only got her machine. I finally told her I was getting discouraged and was disappointed she was not returning my calls. I asked her to call me back. She did not. 

  
  August 30 - Called but only got her machine. I asked if she was interested in helping me or if I needed to ask for a refund and take my business elsewhere. I said if she didnt return my call that was my answer and I would pursue a refund.    - I called again in the afternoon trying to reach her before the long holiday weekend. She did not pick up.

  
  September 3 - Called the main number in case she was screening me. Talked to ***** and explained the situation. She said ****** managed her, she would pass along the message and ****** would call me. She did not.

  
  September 4 - Called ****** but she did not answer. I told her the dates I had sent the pictures with the measurements clearly showing the cushions were made larger than the measurements I had given them, that from my end they were delivered and asked if she had received them. I told her I was looking for a resolution to my ill fitting cushions and that if she choose not to call me back I would have to contact the Better Business Bureau.  She did not contact me via phone or email. 

  
  September 9 - Waited until the 9th. Finally filled a claim with the BBB.
  
  Her recount of our correspondence left a lot out and lied outright about not getting the pictures with measurements. 
  Sincerely,
  
  **** ***
  Sincerely,
  
  **** ***

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is a compaint in regards to order #****** placed on 1/25/23.I placed an order for a custom 56x14" down pillow insert with 15% additional fill, for which I was charged an additional 15% in cost. I paid a total of $105.74 for this order, which was placed tax exempt as this was a pillow insert being created for resale purposes for one of my clients. Upon receiving the custom pillow insert, the dimensions were accurate but the pillow filling was inadequate under normal circumstances, let alone an "additional 15%" of fill that I paid for. I contacted the company immediately, sent them all information they requested including photos of the pillow that showed how lacking it was of fill. I also alerted them that I was having to pay my seamstress additional money to add fill to the insert for it to even be usable, for which she charged me $25. And I asked that they at least partially refund for the inconvenience, added work to rectify, and added cost caused by the unacceptable product they delivered. Their response simply stated that put in as much fill as was required and they would not offer any refund, but did offer a 20% discount on my next purchase . . .??? As though I would want to ever place another order with them after the experience that I had - where i clearly showed the inadequacy of the product they delivered and how it was not usable as delivered.I simply wanted to be refunded for the additional money that it cost to fix the issue that I cannot bill to my client. Their attempt to "resolve" took no accountability and did not even acknowledge the images sent at their request showing how little fill the pillow had.I wanted to work with a local CA based company for all the right reasons, but they were a huge disappointment and I want a refund for all of the inconvenience caused and their poor customer service which did not attempt to resolve the issue with the order but only assumed I would want to place an order in the future.

  

  Business response

  04/25/2023

  We have reached out to this customer several times.  We offered a $25 refund, which is what the customer told us she had to spend to fill the cushion to her satisfaction.  Separately, the customer has submitted a credit card dispute with her card carrier and is refusing to pay for the order entirely.   We have not heard back from this customer. 

  Customer response

  04/25/2023

   
  Complaint: 19509128
  
  I am rejecting this response because: the order was already paid in full before ever receiving the product and no refund was ever received, nor did I file a complaint with my bank. So that is inaccurate. 

  They did not make multiple attempts to contact me - they reached out once on 4/17, and I responded earlier today, 4/25. 

  I let them know that I would accept the $25, or up to a full refund of the order given the insufficient product, poor customer service, and overall lost profit on this item as this item was purchased for resale that I lost money on and could not deliver in the time promised due to the fact that it had to be modified upon receipt.

  
  Sincerely,
  
  ***************************

  

  Business response

  04/26/2023

  We have resolved this issue with the customer.  Please see the email below:

  ---------------------------------------------
  

  Hello,
  
  Thank you for your response *******. The fill amounts are based on ounces and this was confirmed to be correct. However, we are certainly open to and appreciate customers' feedback in regards to our products. For your Order ******, we are going to refund you the full amount of $105.74 as a courtesy for the extra time and money you spent on this project for your client. You will receive another email from our accounting department shortly.
  
  Have a great day!
  
  Thank You, 

  
  On Tue, Apr 25, 2023 at 4:31?PM *************************** <*******************************> wrote:
  
  Also I will accept $25 or up to a full refund of the order for the insufficient product that was received, time that was spent and money that was lost having to fix it.
  
  From: *************************** <*******************************>
  Date: Tuesday, April 25, 2023 at 10:05 AM
  To: *********************** <**************************>
  Subject: Re: FoamOrder ******
  
  ******
  
  I did reach out to customer service, but did not agree to 25% off a future order as a fix. I actually found your offer presumptive and insulting. To think I would want to place another order with your company when the initial order proved to be a complete failure?
  
  Your insufficient product which you stood behind cost me money and my time to fix- resulting in not only me not making the small markup I would have on this sale to my client, but actually costing me additional money and time to resolve. So its not just the $25 to my seamstress for repair, but the time I had to document and correspond with your company and pay someone to take the pillow to the seamstress to be repaired so it could be fit for install, etc. overall, it cost me approx $300 in additional expenses to be usable.  
  
  I have attached the email that I sent in reply to your customer service agent to which I received no response.
  
  Needless to say, there was no resolve and I found the way that your **** handled the situation, which may be by the book to be complete non-common sensical and dismissive when it came to the actual situation and product at hand.
  
  I paid for a $100 pillow insert that was unusable in the state that it was received. Period.
  
  Regards,
  ***************************

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩