Complaints

This profile includes complaints for The Foam Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Foam Shop has 7 locations, listed below.

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  The Foam Shop

  302 3815 E 1 Ave Burnaby, BC V5C 3V8

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  The Foam Shop

  5C 33655 Essendene Ave Abbotsford, BC V2S 2G5

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  The Foam Shop

  2277 Westwood Dr Prince George, BC V2N 4V6

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  The Foam Shop

  2907 W Broadway Vancouver, BC V6K 2G6

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  The Foam Shop

  144 19653 Willowbrook Dr Langley, BC V2Y 1A5

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For many years we had a firm mattress from The Foam Shop, which we loved. In deciding to replace it, we chose the exact same product; we also visited the shop and tested the firm mattress (Serenity - Queen ELTF) to confirm its comfort. It was perfect. We also talked with the salespeople, who confirmed that our new mattress was the right choice for us, and we purchased the mattress. When we received the new mattress, however, it felt entirely different from the other mattresses - too firm, unforgiving and giving us backaches. We phoned customer Service to explain that we had done our due diligence in choosing the mattress, but this product is not as we expected. They have a "No refunds" policy, and were we attempting to obtain a refund because we changed our minds we would certainly accept that. But because this is a product that is very different from our expectation, we feel a refund is warranted. (We have asked friends and family to sleep on the two mattresses, and they have the same conclusion; one could not sleep the night on the new one).We were trying once again to use this mattress, with a Tempurpedic memory foam topper on it, and were suffering from back and neck pain. We travelled for a couple of weeks, sleeping on hotel beds, and arrived home with no back pain. One night on our bed, and the pain returned. This is when we realized the severity of the problem.***** at The Foam Shop has suggested that we bring the mattress to the warehouse so they can put it through tests, and they will determine whether it is within their parameters for this mattress. As we are 77 years old and live 40 km from *********, this is a daunting thought. Also, whether or not it passes their tests, it provides an uncomfortable sleep.

  Business Response

  Date: 15/10/2024

  To: BBB in response to complaint #********

  My name is *****, and I am the General Manager at The Foam Shop. I recently received your email on Friday, October 11, 2024, regarding a complaint from ****************** However, I was surprised to learn this is the second time BBB has reached out, as I had not previously received any communication about this issue.

  
  I spoke with *** and Mrs. ***** several months ago regarding their concerns and their request for a refund. At The Foam Shop, we prioritize customer satisfaction and strive to resolve any issues to the best of our ability. Over the course of our interactions, we have offered *** and Mrs. ***** multiple solutions, including a 40% discount on a softer mattress topper. This is something we sometimes offer to our customers in the rare occurrence the customer is unhappy with their choice of firmness after purchasing. Unfortunately,they have declined all of these options and refuse to drop off the mattress for inspection.

  
  To clarify, *** and Mrs. ***** purchased a mattress from our Kitsilano location on September 15, 2023. They contacted us shortly after the purchase,likely a week or so later, to express concerns that the mattress was too firm and uncomfortable. While we understand that comfort preferences can vary, it is important to note that our policy clearly states that all sales are final. This policy is communicated through signage in-store and at checkout. We strongly encourage customers to take their time in selecting the right firmness before finalizing their purchase.

  
  The Foam Shop guarantees that all products sold are new and unused, and we stand behind the quality of our products. Our Rest Assured Warranty covers any material defects in manufacturing or workmanship. Regarding *** and Mrs.*****s claim, they indicated that their mattress was firmer than the one they tried in our showroom. I would like to emphasize that all our showroom mattresses are consistent with the *** (Indentation Load Deflection) parameters of the mattresses we sell. If there was indeed a discrepancy in firmness, we would be happy to address this issue under our Rest Assured Warranty.

  
  To proceed with a warranty claim, we require the mattress to be inspected using an *** compression test. Unfortunately, *** and Mrs. ***** have repeatedly refused to bring the mattress into one of our locations, either by shipping or dropping it off, which is a necessary step in initiating a claim. I even offered to arrange for the mattress to be collected from their original purchase location, but they declined this option as well.

  
  As per the terms of our Rest Assured Warranty, we can only process claims when the mattress is physically inspected at our facilities. Without the mattress being submitted for inspection, we are unable to proceed with the claim.
  Please let me know if you need any further information or clarification regarding this matter. I am happy to assist in any way I can.
  Thank you for your time and attention.

  
  Sincerely,
  ***** ******
  General Manager

  
  

  Customer Answer

  Date: 16/10/2024

   
  Complaint: 22351213
  
  I am rejecting this response because:

  We would never purchase anything that has a no refunds policy unless we were positive it was what we need. In this case, I asked two direct questions of the store employee (a woman who I believe has been with The Foam Shop for many years, and whose expertise I trusted): 

      Has your firm mattress changed over the past years?

      Is the firm mattress the best choice for people of our size and weight (165 pounds each)?

  She responded that the mattress is identical to the one we purchased many years ago, except that they no longer glue the foam topper to the base, but sell them separately.

  She said that a firm mattress was a suitable choice for us.

  Years ago, when we purchased our first mattresses, we were advised that firm was best for adults, but medium for children, as their bones are still growing. We took their advice in purchasing mattresses for us and our children.

  This is the basis for our request for a refund - that the mattress we purchased is not as represented to us. We are not trying to be difficult in avoiding transporting the mattress to ********* for testing, but we are incapable of lifting it (we are 77), and had to rely upon the generosity of other people in order to bring it up to our bedroom. It also does not seem relevant whether it passes the test: it is simply far firmer than our old mattress.

  To my knowledge we did not receive an offer of 40% off for a mattress topper, but spent $470 for a Tempupedic memory foam topper in an attempt to soften the feel of this mattress. I am including our correspondence with ***** ****** in a separate response. I had also asked in the store if the mattresses ever went on sale, and was told they dont; not long after I saw an advertisement for the Serenity mattress at a reduced price.

  We finally decided that we had to purchase a different mattress, and have bought a very similar mattress from ******* Mattresses, and have slept well from the very first night we had it.

  We also did test the Serenity mattress in-store as suggested by the company, and found it comfortable.

  We have requested a full refund, but also suggested that if that is genuinely impossible that we share the loss in this case, and be refunded the purchase price above their cost, or their cost plus 10%, and we will find someone who can use this mattress.

  
  Sincerely,
  
  ******* & ******* *****

  Business Response

  Date: 28/10/2024

  Thank you for your recent message.
  
  
  I would like to address your statement regarding our "no refunds" policy. We have clear signage in all our retail locations indicating that all sales are final. This information is prominently displayed at the checkout desk, communicated by our Comfort Experts, and included in every invoice. Additionally, our website reflects this policy during the checkout process. We strive to be transparent so that customers can make informed decisions.
  
  
  Comfort is indeed subjective, as individuals have varying preferences for firmness levels. I want to reassure you that our firmness levels remain consistent and are the same as the mattress you tested in our store. We stand by this, and we are able to perform an ILD test to confirm the firmness. However, it appears that you were unable to arrange for the mattress to be brought to one of our locations, which is necessary for initiating a Rest Assured Warranty claim and conducting the test.
  
  
  We have made multiple offers to test your mattress to confirm its firmness, but it seems that you have opted to purchase a different mattress from another retailer instead of utilizing our warranty program.
  
  
  I have done everything within my capacity to ensure you received the mattress you selected. Regrettably, if a customer is unwilling to facilitate the necessary testing, there is little more I can do.
  
  
  Thank you for your understanding.
  
  
  Best regards,

  ***** ******-General Manager

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 22351213
  
  I am rejecting this response because: the salesperson guaranteed that the mattress we purchased would be exactly the same as the mattress we had purchased many years ago from The Foam Shop (except that the eggshell layer is not attached); it clearly is not the same. We specifically and directly asked the question of the senior employee in the store, to be certain that we were taking no chances with our purchase. I believe that this personal guarantee supercedes the more general policy of no returns, and therefore we should be permitted to return the mattress. On our old mattress, on a hotel mattress for a week, and on our new ******* mattress my husband has slept well and is active all day. When he tried to sleep on the newer Foam Shop mattress his back ached and he was unable to move about readily in the day. Our daughter also could not sleep on the Foam Shop mattress. *****, if you insist that we return the mattress to the store, we will try to get it there, but it does seem to us that the fact that the new mattress is very different from the previous one (much firmer) should be enough to warrant a return.
  
  Sincerely,
  
  ******* & ******* *****

  Business Response

  Date: 05/11/2024

  Hello,

  We guarantee that the firmness should be an accurate representation of the mattress you tried in store and bought. You claim it is not the correct firmness. We need to verify this claim by testing the mattress through an ILD test. If the mattress is found to be firmer and not in fact a firm, we would replace it with a brand new firm ******** which you chose in store and purchased. However you have not brought the mattress back for testing purposes. We do not process any returns or refunds. We guarantee that you receive what you ordered and if you did not, we would rectify it by replacing it with a new one under our Rest Assured Warranty. Again, we do not give refunds.

  -***** K

  General Manager

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22351213
  
  I am rejecting this response because:

  Mr. ****** and I have been corresponding for some time now, but seem to be going in circles. Mr. ****** has not addressed the main issue that is the root of our complaint: that The Foam Shop representative provided information on their product that has proven to be incorrect. I.e., that their firm foam mattress being sold today is identical to the firm foam mattress we purchased a few decades ago (other than that the eggshell topper is now being sold separately), and that a firm mattress is the best choice for people of our size.

  While the firm mattress was recommended for people of our size (each 163 pounds) when we bought our last mattress, I see that on the ******************* site that firm foam mattresses are now recommended for people 230 pounds or heavier, and that a medium is recommended for people 130 to 230 pounds. I asked the employee the direct question of whether the firm was the best choice for people of our weight, and she replied that it is. I now question whether other **** Shop employees would give this same advice.

  Mr. ****** has remained focused on the No Returns policy of the store and testing to todays standards.I respectfully submit that guarantees and recommendations made by store employees override a policy meant to deter people from simply changing their minds.

  In recognition of the signage, and that both parties have some responsibility in this case, I have offered to share in the cost of the mattress, with The Foam Shop retaining the full cost to make the mattress, and refund the portion that is their profit. In this way The Foam Shop has no loss from this transaction. I would then find someone who can use the mattress.

  I would appreciate this conflict being referred to an arbitrator, as we have made no progress through our correspondence.
  
  Sincerely,
  
  ******* & ******* *****