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Review by Alyse S.10 months ago
TLDR; This business tried to withhold a rightful refund of $700+ foam order through foamonline.com. This business attempted to change website cancellation policy to avoid issuing my refund. The "manager" or owner of this business talked down to me/ tone policed me when I asked for my refund and when I asked why he wouldn't issue it (I cancelled within their 24 hour cancellation window). Lied about not receiving emails. Manipulative, strange, immoral - SPEND YOUR MONEY ELSEWHERE! (See attached photos at my attempts to contact/ their attempts to change their website cancellation policy)!
I had a terrible experience with this business/ their online store foamonline.com. I purchased two custom latex foam mattresses for my camper van couch/ bed. I immediately realized that latex foam was not the foam I wanted for several reasons and emailed to cancel the order within 8 minutes of placing. Unfortunately, since I had been looking at various online foam stores, I emailed the wrong foam supplier to cancel. The next day that foam company let me know they didn't have an order from me, which prompted me to email foamonline.com to cancel my order. This cancellation was within the 24 hour cancellation as per their website. This was a Friday.
By Monday, I hadn't heard back for a confirmation on the cancellation. I sent another followup email. Tuesday came and still nothing from foamonline.com. I attempted to call but the line was busy two different times. Wednesday I call and finally get through. The man who answered says he doesn't see either of my two emails and he's going to check if it went into production. Either way, he'll take care of it.
He emails me saying they can't find either of my cancellation emails. I send screenshots of both emails and a screenshot of my calls from Tuesday.
I then get an email stating that my order has already been sent to production so I can't cancel it. He forwards their production company's email saying they can't cancel. By the way, he doesn't make the foam cuts himself, he has it done through a different business so you might as well go to a business who does it themselves.
After several attempts to call, I finally get through and ask to speak to a manager. It's the same man from the previous phone call and he states he's the manager. Then proceeds a useless back and fourth of me asking why he would not refund me given I had cancelled within 24 hours as per their website. He says since he never received my emails, he didn't receive cancellation notice until 5 days after my order (my phone call on Wednesday). He says he can't take my screenshots as evidence of email. He then tone policed me by essentially telling me that being sweet might get me somewhere. He proceeded to suddenly play victim and say that he's going to try and speak to the owner of the company to get me my refund though when I asked him who is in charge of refunds he told me he was. He also wouldn't let me speak to the owner (which I believe is him). He asked me to send my original email that I sent to the wrong foam company to plead my case to the fictitious refund givers and told me if he was able to get my refund "you're going to call me back and say 'wow this guy is pretty cooool'" I hung up disgusted.
There is no possible way he didn't receive my emails. Gmail sends a return to sender email if the person on the other end doesn't receive it. Both emails were in my sent folder. I did not appreciate his manipulative behavior of attempting to steal my money for some issue on his end.
The worst part is when I checked back at his cancellation policy on the website immediately after speaking to him on the phone, he had CHANGED IT to "Once an order is submitted, it can not be canceled. All sales are final and non-refundable". It has since changed back to his original cancellation policy (see pictures attached).
After threatening legal action (my order was over $700) over withholding my refund and sending screenshots of my original email + the other two + my phone calls, he issued my refund without saying anything other than sending the refund receipt.
I'm horrified by this business and the man in charge. He clearly made a mistake on his end and instead of issuing my refund as stated in his refund policy, he literally tried to trick me out of my money. As of now he has since changed his refund policy BACK to the 24 hour policy that it was before. He only changed it in the first place to further try to change the situation in his favor.
I have since read the other 1 star reviews and definitely see why I had such an issue with this person. The man who I dealt with is delusional and extremely ego-centric and all around strange. I'd HIGHLY recommend going elsewhere if you don't want to waste your time, money, and energy.
The owner also responds to all 1 star reviews in a wildly unprofessional way. He flat out lied in his response to my google review. This man seems to lie to make himself look good. Don't trust.
Sourced from SiteJabber
Review by Audrey B.2 years ago
I placed 2 orders with this company. The first was for (2) 20 inch cylinders with 3/4 inch hole through the center. They said, no problem. I received 2 20 inch cylinders with 1 and 1/2 inch hole through the center. no response to my emails. The 2nd order, I placed before receiving the first order... my mistake. they got the sizes correct, but I had 7 miscut pieces (quality issue). No response on that problem either. I am taking my business elsewhere.
Sourced from SiteJabber
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David Pulver a second generation master in Upholstery ranked as one of the top ten in the United States by U.P.H. Journal 2011 issue has changed the way orthopedic health products are designed for the benefit of the public. With the release of Tip Pedic brand products such as the doctor recommended Fine Spine Flex Cushion, the Lap Top Easel and the ZeBo Pillow to name a few. Combined with the global reach of Amazon our partnership has changed the life's of many that seek pain relief and rejuvenating relaxation. A life time commitment to excellence in the art of custom built cushions.
David Pulver. Aka, The Foam Wizard.
5788 Hollister Ave.