ComplaintsforFoamOrder.com

• 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. ↩