Complaints

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

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  Home of Foam

  4207 Mariner Blvd Spring Hill, FL 34609-2400

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  Home of Foam

  9409 US Highway 19 Ste 250A Port Richey, FL 34668-4630

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:03/12/2025

  Type:Service or Repair 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.

  I am filing a complaint against Home of **** and its owner, ***** ********, for failing to honor the warranty agreement on my Nectar Premier Hybrid mattress. When I purchased the mattress, I was assured of exceptional customer service and that the Forever Warranty would cover any manufacturer defects. However, my experience has been far from what was promised.After experiencing issues with the mattress about a year after purchase, I submitted a warranty claim directly to ******. I provided all required documentation, and my claim was approved (with email proof available). Nectar then directed me to Home of Foam for the replacement. I contacted *** ********, who confirmed he would file the claim on my behalf.I waited over three months for the replacement, expecting the same model I had originally purchased. Instead, I was offered a lower-tier model and told I would need to pay an additional $699 plus tax for the correct replacement. This was not what I was promised at the time of purchase.On the day of delivery, the team unexpectedly informed me that *** ******** now required an additional $500 to complete the exchange. This demand came without prior notice, despite my claim already being fully approved by Nectar and Home of Foam. They cited minor stains on the mattress, even though this issue had never been raised before.I believe that Home of Foam engaged in deceptive practices by:Failing to honor the warranty terms.Deliberately stalling the process to pressure me into an upsell.Providing misleading information about my claim.Unexpectedly demanding additional payments after confirming approval.I request that Home of Foam either:Forcing me to pay at my front door of my home without any sort of warning.Provide the correct replacement (equal value to what originally paid) at no additional cost, as approved.Offer a full refund so I can purchase a mattress elsewhere.

  Business Response

  Date: 03/12/2025

  ****** complaint is COMPLETELY FALSE and full of totally inaccurate statements.  Our reputation is more than stellar, and our reviews and BBB history clearly show that. This is a sad ploy to abuse the BBB system in hopes if he bullies a small business well do whatever he demands for free.   Hes not showing pictures of his peed on mattress or showing all the other emails between he and I that go over the warranty exchange.  This is slander of a honerable family owned business with 20 years of ZERO BBB complaints, and hundreads of 5 star reviews.
  

  First, I agree **** did in fact have a valid warranty issue with his mattress, and it would have 100% been replaced for FREE.but there is a very logical and understandable reason it couldnt, and I'll explain below. 

  ***** initial claim was approved based on his picture he provided, and his issue he descibed of a small tare in the seam of the mattress. His pictures were in a dark room, and zoomed in on the small tear (about 1 inch).  When my delivery team got to his house on 3/11/2025 to do his exchange, he failed to mention in his warranty claim email or show in the pictures that his mattress was covered in urine stains and many other stains of who knows what origin.  My driver explained to him that we cant take that mattress back becuase it is soiled, and that the warranty is voided when you stain a mattress.  This mattress was literally almost one giant urine stain.  We told him we wouldn't be issued credit for the mattress, because of the stains.  We are required to inspect ALL warranty or exchange mattresses in person before finalizing any claim or return.  Mind you this is mentioned numerous times on the receipts, paperwork, and warranty cards all given to him the day of purchase.  We literally beg people to protect their mattress from stains, for this very reason.  We are a very honest company and a very fair company.   You have to wonder what kind of person ould even try to exchange a mattress they pee'd on!!

  
  His complaint about waiting 3 months is also completely false, because the delay was entirely his choice, and had nothing to do with us.  He DID NOT want the same model that he had before, he wanted to upgrade to the Nectar Ultra which was a newer more expensive model that wasnt even available to us yet (which he was told)  He said he would pay the difference (because he only buys the best) There was no bait and switch whatsoever, and there was no downgrade whatsoever.  He could have gotten the EXACT SAME model that he had for FREE, but HE did not want the same model.    When HE insisted on upgrading, he was again told the Nectar Ultra Hybrid wasn't available to us yet, and he again said he had no problem waiting until it was available because he wants the best.  I explained that that was fine, but that I had no time frame on when it would available and that if he wanted to wait that would be entirely up to him.  He insisted on waiting.  Once the Nectar Ultra was available I emailed him to let him know and also told him what the cost difference was.  The cost difference was literally the difference between what he originally paid for his lower model, and what the new more expensive model costs.  We even extended the sale price to him. He then went back on what he said and didnt want to pay the difference.  He said he would just go ahead and take the free replacement.  I said no problem, ordered his replacement right away, and then all the above unfolded when we went to do his delivery today and saw the abused, nasty, stained mattress.

  
  So again we tried to help, we cant be responsible for him destroying the mattress, wetting the bed, or whatever else happened to that mattress.  We cant help that he insisted on waiting for a different mattress then he ordered, to only change his mind once that mattress was available.  We cant help any of this.  The ONLY way **** would be satisfied, is if we took his peed on mattress, gave him a new one for free and ate the cost of his replacement. 
  Ill be MORE than happy to show anyone the entire email chain (34 emails in total) as well as all the photos of his pee stained mattress that my guys took today at his house.   If you look through the emails and the photos you will see we are 100% honest in all of this, and this is pure abuse of the system by someone who refuses to accept responsibilty for anything.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23050884
  
  I am rejecting this response because:
  I am responding to Home of Foams reply, which contains false statements, personal attacks, and an attempt to discredit my legitimate complaint rather than addressing the real issue. Additionally, they simply copied and pasted their response from my ****** review, rather than providing a proper resolution through the BBB. This shows they are not engaging in good faith but rather trying to dismiss my concerns publicly without offering any real solution.
  1. My Warranty Claim Was ApprovedThen Denied Without Justification
  Home of Foam admits that my warranty claim was valid and approved by the manufacturer.
  If there were any issues with the condition of the mattress, they should have been addressed before approving my claim, not on the day of delivery.
  Their claim that my mattress was covered in urine stains is completely false and an attempt to humiliate me instead of resolving the situation.
  If this were true, why did they not reject the claim immediately? Why did they allow me to wait three months, only to demand more money at the last minute?
  2. They Changed the Terms at the Last Minute
  I purchased the Nectar Premier Hybrid, and I expected a like-for-like replacementnot a downgraded model with a $699 upcharge.
  When I refused, they later attempted to charge me $500 on the day of delivery, which was never disclosed beforehand.
  This is a bait-and-switch tactic, and I have documentation proving my original purchase and the warranty approval.
  3. They Are Copying and Pasting Responses Instead of Addressing the Complaint
  Rather than providing a meaningful response, Home of Foam simply copied and pasted their aggressive and defamatory response from my ****** review.
  This shows that they are more focused on damage control than actually resolving the issue.
  A business that truly values customer service would have taken the time to address my specific concerns here on the BBB instead of repeating a generic, copy-paste defense.
  4. The Delays Were Not My Fault
  Home of Foam falsely claims that I "chose" to wait three months, but in reality:
  They first tried to downgrade my mattress.
  They delayed the process without proper communication.
  They tried to overcharge me multiple times before finally claiming my mattress was unsuitable at the last minute.
  Final Request for Resolution
  I followed the warranty process correctly, and my claim was approved based on the evidence I provided. Instead of honoring it, Home of Foam has attempted to change the terms, add hidden fees, and resort to false accusations to justify their bad business practices.
  I request that they honor my approved claim and provide the correct replacement at no additional cost, as originally agreed. If they refuse, I ask that this complaint remain on record as a warning to future customers about their dishonest tactics and failure to honor their warranties.
  **** **** ******

  Business Response

  Date: 03/12/2025

  Tell We have already answered all of this in detail, but will happily answer each complaint listed here one by one!  Our answer will be below his numberd complaint in ( )
  
  1. My Warranty Claim Was ApprovedThen Denied Without Justification
  Home of Foam admits that my warranty claim was valid and approved by the manufacturer.
  If there were any issues with the condition of the mattress,they should have been addressed before approving my claim, not on the day of delivery.
  Their claim that my mattress was covered in urine stainsis completely false and an attempt to humiliate me instead of resolving the situation.
  If this were true, why did they not reject the claim immediately? Why did they allow me to wait three months, only to demand more money at the last minute?
  
          (1)Your warranty was NOT denied without justification. You can not warranty or return a mattress covered in urine and other stains.  That would be like returning underwear with pee in them. As explained his pictures DID NOT show                the stains all over the mattress, and that is why it was initially approved.  If you view the pictures taken by our delivery team when they went to replace the mattress you will see that it is literally covered with stains. 
  
  2. They Changed the Terms at the Last Minute
  I purchased the Nectar Premier Hybrid, and I expected a like-for-like replacementnot a downgraded model with a $699 upcharge.
  When I refused, they later attempted to charge me $500 on the day of delivery, which was never disclosed beforehand.
  This is a bait-and-switch tactic, and I have documentation proving my original purchase and the warranty approval.
  
            (2) We changed NOTHING at the last minute or at any time for that matter.  When he filled the   warranty claim he was offered and told hed get THE EXACT same mattress as before.  He was the one who wanted to upgrade to                   something else.  The emails CLEARLY show this.  The upcharge was literally the price difference between his original purchase and the more expensive mattress he wanted.  He even acknowledged there would be an upcharge                  and agreed hed pay.  Again all clearly listed in the emails.
  
  3. They Are Copying and Pasting Responses Instead of Addressing the Complaint
  Rather than providing a meaningful response, Home of Foam simply copied and pasted their aggressive and defamatory response from my ****** review.
  This shows that they are more focused on damage control than actually resolving the issue.
  A business that truly values customer service would have taken the time to address my specific concerns here on the BBB instead of repeating a generic, copy-paste defense.
  
             (3) We didnt copy and past anything.  It is a similar response, but it is tailored specifically to the BBB complaint.  Anyone can look for themselves and see they are two different responses, but cover the same issues, as nothing                     has  changed on our end.  Our story is 100% the same!  There is really nothing to resolve.  He ruined the mattress, voided his warranty, and wants us to eat it.  That would be like being drunk and driving a new car into a wall, and              then turning around and asking the dealership to give you a new one for free.
  
  4. The Delays Were Not My Fault
  Home of Foam falsely claims that I "chose" to wait three months, but in reality:
  They first tried to downgrade my mattress.
  They delayed the process without proper communication.
  They tried to overcharge me multiple times before finally claiming my mattress was unsuitable at the last minute.
  

           (4) Again, anyone can ready the emails and see we CLEARLY explained the mattress he wanted wasnt available at the moment, and we literally tried to tell him it could be an unknown amount of time for us to get it, as it was not               available to us from the manufacturer.  He was updated numerous times a long the way, and again NOTHING changed on our end.    We also didnt downgrade a single thing.  He was offered an exact replacement, and refused it,                instead insisting on paying more for the higher modelonly to renege on his part of that deal.  We never tried to charge him anything other than what he would have owed for the higher model of mattress that HE WANTED. He                  could have literally had it replaced for FREE if he listened.  WE only claimed it was unsuitable at the last minute because we saw it for the first time in person while there to do his exchange.  Had the mattress not been covered in                urine and stains we would have replaced it right then and there for FREE.  How would we have known ahead of time that he did that to his bed?

  All we ask is anyone reading thislook through the 34 emails,read them all, but pay attention to the highlighted parts.  Also, look at the attached pictures we took of the mattress at his house the day we were there to do his exchange.  If you think were wrong, so be it, but I doubt any sane person ******** why here...

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23050884
  
  I am rejecting this response because:
  Home of Foam continues to avoid responsibility for their deceptive business practices by shifting blame and making false claims about my warranty replacement. My warranty claim was approved by ******, and Home of **** initially accepted the approval without issue. If my mattress truly had urine stains, as they now insist, why was this not mentioned at the start? Instead, they let me wait three months for my replacement before suddenly changing their stance on delivery day and demanding an extra $500. This was never part of the agreement, nor was it communicated beforehand.
  Throughout this process, Home of Foam has contradicted themselves. They claim I chose to wait, but in reality, they stalled, delayed, and tried to give me a downgraded mattress instead of the exact model I originally purchased. When I refused the downgrade, they attempted to charge me $699 more for the correct model, which was a clear bait-and-switch tactic. When I refused to pay extra for something that should have been covered, they suddenly decided my mattress was too stained to replace even though the exact same photos had already been submitted and approved by Nectar. If my mattress had really been as damaged as they claim, why did they approve the replacement in the first place? They are clearly grasping at excuses to avoid honoring the warranty.
  Whats worse is that they are doubling down on the humiliation tactic by repeatedly insisting my mattress was covered in urine, despite there being no evidence to support this claim. Other liquids exist, yet they continue to emphasize urine in an attempt to embarrass me rather than resolve the issue professionally. Instead of treating this as a legitimate customer concern, they have taken a defensive and aggressive stance, even copying and pasting their previous responses instead of actually addressing the complaint. Their goal is clearly damage control, not customer service.
  At the end of the day, I was misled, strung along for months, and then blindsided with last-minute fees and accusations to avoid replacing my mattress. I have emails that prove I purchased a Nectar Premier Hybrid and that my claim was approved for a like-for-like replacement or equivalent. Home of Foam had every opportunity to reject the claim upfront if they believed my mattress didnt qualify, but instead, they dragged me through months of waiting, changed their terms at the last minute, and used baseless claims to deny my warranty. Their actions are deceptive, unprofessional, and show a complete disregard for their customers.
  

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