The Foam Factory

I ordered all of the foam from The Foam Factory to make my new mattress on January 8,2011. The order came in with in a couple of weeks. I weighed all of the foam to check the density. The 4.5lb and 5.5lb memory foam were way off. They weighed almost half of what they should have. I contacted customer service and spoke with Karen. They sent a call tag to pick up the order on 1/20/11. I shipped it back. They sent me the new 5.5lb foam. It took them 2-3 weeks to get it to me. They were waiting on a new order of 4.5lb foam hoping it was the correct density. Finally on 3/17/11 I spoke with Karen again and ask her to just send me what they had because it was going to me at least another 3 weeks before the new foam was in. I called back on 3/24/11 to get the tracking number because I had not received my package. Karen told me the order had not shipped, she didn't know why but it was going out tomorrow. I asked her if they would pay for overnight shipping since it had not shipped as promised. She promptly said "No, we don't do that". She said they would not pay for expedited shipping even though I had been more than patient and they had screwed up multiple times. She said she would have her manager call me back. The manager never called. I called the following day and guess what, they had shipped my foam regular ground with no phone call from anyone. It appears they avoided calling me and just shipped the package with no regard for the situation. I asked for the manager again and he would not come to the phone. I can't believe as a company that they do not check their product to make sure it meets the specifications they are advertising. Isn't that false advertising? Isn't that illegal? Customer service is a joke. Their prices are good as long as you are getting what you paid for. Buyer's beware! I will never purchase here again and will tell anyone that asks to do the same. What happened to customer service and caring about the people who keep you in business?

Thought I bought a good deal on the 5lb memory foam 4" memory foam mattress, their highest quality mattress supposedly longest lasting. 15 year warranty the website states for defects in materials or workmanship, AND any permanent body impressions more than 1.5" deep. I had the mattress for only a year and half, when I noticed a very soft spot where my hip (side sleeper) usually rests. I took the cover off (first time the cover had ever been off since I received the mattress) and found a torn spot in the mattress over 3" deep and 5" long. There was also a cut in the mattress, looked like a knife cut, about 3 inches long perpendicular and to the side of this torn spot. Like I said this cover had never been removed from the mattress, so the cut had to be made before it left the factory. There was also dirt and dirty footprints on the mattress, that had to have been made at the factory. I thought it would be a simple matter of getting the defects remedied under warranty, but Eddy said no, only impressions over half the mattress thickness would be covered by warranty, and that this was normal wear and tear. I sent pictures to him and it is obvious it is not normal. And mentioned the website said defects were covered AND impressions more than 1.5". Eddy came back and said ONLY impressions more than 1.5" were covered, and nothing else, that what I had was normal wear and tear. Normal? If this is normal, warning to all, do not buy this stuff that falls apart in a little over a year. The way I interpret his statement, the mattress could wear and tear into a hundred pieces in a year's time, and as long as there is no body impression over 1.5" the mattress is good, no defects. I asked about repair and he could only suggest a certain glue that I should use to glue the tear to keep it from growing. $500 I spent for King size bed and it's junk. Buyer BEWARE before buying from Foam Factory foamfactory USA Foam usafoam foambymail Foam By Mail...