Foam N' More — Attraction in Clawson

I coordinate the upholstery projects for a large antiques dealer. We have used the upholstery services at Foam N More for several years and have always been satisfied with the quality of work and service provided. I am writing this review as a last ditch effort to communicate my utter frustration. It is my hope that Ross, the business owner, reads this because I doubt he realizes how poorly his staff has handled this matter.

In late Feb/early March I had three projects for Foam N More – 2 sets of chairs and a sofa that needed upholstery. When I picked up the second set of chairs, I made a point to ask, in person, if I could drop off the sofa the following day. I specifically asked about dropping off the sofa because I was aware that a back log of sofa projects is a challenge to store and work around. I was given the okay to bring in the sofa and the next day, when our movers went to drop off the piece they were told no sofas were being accepted. I drove to the shop to sort out the situation while our movers stood by, waiting to unload or leave. When I arrived, I was informed that there was now a waitlist system for dropping off sofa projects. Once your name makes it to the top of the list, you get a call to drop off the sofa and the work begins. The wait list solves the storage and back log problem. I get it. Great idea. The only problem was, this apparently hadn’t been clearly communicated to the entire staff because I’d been there, in person, the previous day and asked if I could drop off a sofa and had been told yes. I pointed out the staff person I’d spoken to who confirmed that yes, she had spoken to me. I had hired a moving crew to bring the sofa in. They were waiting in back with the sofa as we stood there. It was not my fault that the staff member had given me the wrong answer. I told them I expected to either leave the sofa or be reimbursed for the cost of the movers. They elected to have me leave the sofa. I was told that the project would take longer than usual to complete as this project would move to the bottom of the list and not to expect anything for up to 8-10 weeks. I told them this was no problem. I was prepared to wait. I paid the 50% deposit. I was nice; I thought we had worked this out and that everything was fine.

In mid-May, I called to check on the status and was told the sofa would be finished the Saturday of Memorial Day weekend so I prepaid the balance due and scheduled the movers to pick up the following Tuesday. Fortunately, I called before sending the movers over and was told that no, the sofa was not ready but would be finished the following week. It is now July 9th and they have scheduled four completion dates and missed each one. When I called a couple of weeks ago, I was told that this was all my fault because I’d “jumped the line” on the wait list and now there was no completion date and I cannot call them anymore; they will call me when the sofa is finished. Do I need to explain why this is infuriating? I did not set or even request the missed deadlines, they did. Also, this is a very simple sofa project. It has a wood frame with decking at the base and everything else is loose cushions. I’m not supposed to call you anymore? Fine. We can hash this out in a public review. Is this how your staff treats regular trade clientele? I sure hope someone will call and figure out a way to solve this that doesn’t require me being subjected to more condescending, rude behavior. Have...

I am hoping this is an isolated incident, as these things happen even to the best of the best, however we submitted an order via email which was "lost". I contacted them to inquire on the status of the order, which was what prompted them to realize it had not been processed. This was a week after the original submission. They did process the order which would be ready to "ship in 2 days" and requested payment before they could activate the order. I submitted payment via credit card over the phone. Four days later, I had to call back and inquire the status of the order again. Mind you, this is already a week and a half after we needed the order processed to begin with. The order was still sitting at their facility. I was told it would ship out the next day for a delivery date set four more days out. After communicating my need to expedite delivery two times, after they had neglected to process the order for an entire week, I was offered the solution to pay for expedited shipping myself and also was assigned part of the blame for the delay. Apparently when calling to provide credit card information on the 2nd of the month, it does not clear their system until the 3rd of the month. Again, apparently, this blame is assigned to me. Complete failure to properly process an order. Complete disregard for a customers needs. Absurdity in blaming a customer for your shortcomings. I followed all proper procedures in a timely manner. However, they cannot offer to cover the expedited shipping even though they lost my order for an entire week. Also, it's my fault their credit card batch doesn't post until the next day.... Poor poor poor service for such great...

WORST EXPERIENCE EVER! The most incompetent staff and most unprofessional experience I have ever went through. I ordered a cushion. The sales lady told me how much fabric to order and stated it would take 2 weeks to finish. A month passes and I did not hear from them. I call and the lady could not find my order and says she will call me back. A week later I still do not receive a call. I call back. I finally speak to a lady who finds my order. She says they need more fabric. Shouldn't the sales lady have estimated the amount of fabric properly?! At this point I'm concerned that they messed up my fabric or lost it or something. Did they want me to read their minds regarding needing more fabric??? Notwithstanding, I order more fabric right away. Another week passes and I call again and am told it would be ready on a particular day. I call on that day and then they say "oh no it won't be ready for another week." At this point 2 months has passed!!!! They told me it would take 2 weeks. I tell the lady to cancel my order and that I will pick up my fabric. She says ok. I then get a call a few days later that my cushion is ready. I specifically said not to touch my fabric!!!! At this point I am livid. I should not have to spend hours trying to get a company to provide me a service. At this point I am disputing cc charges and eating the cost of the fabric (roughly $130) because I would rather do that than pay this company another...