FoamOrder — Local services in Richmond

After a serious back injury in November 2013, my chiropractor insisted I get a new mattress to support my compromised spine, and so after visiting The Natural Mattress Store (very pricey but great), Keetsa (all synthetic memory foam that I'm allergic to), I stumbled upon Natural Sense showroom in SOMA looking for a natural foam latex mattress. It was a late Saturday evening and there were a bunch of other customers there, so my fiance and I got to lay on different mattresses without anyone hassling or talking to us at all. After a while, Courtney began to help us, describing the differences in the numbers that shows the firmness of the mattresses and she was great about giving us the info without any sales-y schpeel. She was just very helpful, down to Earth and real. She even started to pull out different types of the mattress toppers on to the floor and was like "Try it out!". Lay on them on the floor. Very unpretentious.

The showroom is not as nice and fancy as other mattress places we'd been to (they don't offer you organic tea, or dimmers on the overhead lights while you lay down and take a nap). It's a little chilly and poorly lit, a little downtrodden, and a few homeless guys walked in while we were there, but what impressed me was how mellow the sales people were about the whole situation. Totally calm and respectful and asking "Can I help you?" That was cool. I like when people treat others kindly.

We ended up purchasing a Queen Natural Foam Latex mattress, with Extra Firm Layer on the bottom, Medium on the Top and all wrapped up in an organic cover with the wool topper. It was the end of the year so we got a 15% discount as well as 2 organic covered queen foam latex pillows.

Because of my back injury, I had been sleeping on a massage table camped out in my living room so I URGENTLY needed this mattress. I called in the next day to check on my order (it was New year's Eve) and Alan was so helpful and even though they were understaffed because of the holidays, he emailed me back to tell me that he had put a rush on my order to get my mattress cut and made for me.

I got a call when it was ready 5 days later and we went down to pick up the mattress, easily rolled up so it could fit in the back of my Toyota Camry. Super nice guys helped load it into my car and although the pillows didn't make it into my order, when I called later, they apologized and I picked them up after.

I've loved my mattress so much that when my 10 yo son complained that his back hurt because his bed was too hard, I ordered a twin latex foam mattress topper (Soft) to put on top of his ultra firm mattress and got a deal on the clearance site. His bed is now SO heavenly to lie on and he is sooooo happy!

I am now going to purchase a soft topper to put on my half of my firm queen mattress because it feels better on my bones (I'm only 100lbs) but my fiance wants to keep his half the same, so the Foam Order people said they would cut a twin mattress topper to fit just half of a queen sized bed. Nice!

Every time I've gone in/called/emailed the people at Foam Order, they have been so nice and helpful, always answering my multitude of questions with genuine concern and THAT kind of service is hard to find, so that's why I give them the 5 stars. And I LOVE THESE MATTRESSES! Comfy. No Smell (I"m allergic to most mattresses smells and especially the memory foam!)

Great people. Great prices....

The 4 stars are because the cushions I ordered arrived and were of expected quality with zero damage or defect. However, according to the estimated shipping date they gave me, the items were supposed to be shipped within 1 month and 10 days of me ordering. However, a few days before the estimated shipping date, they emailed me saying my cushions didn’t pass QA testing, so they will repair the issue and ship them “next week”. I emailed back saying I’m not in a rush and to take their time. So I wait a week, and then.. nothing. I wait another week.. and nothing. No transparency or updates. I wait more than a month, after which I finally emailed them asking what’s going on, a customer service employee on the other side who clearly had no idea about my order and was probably trying to make me go away says, once again, “we hope to ship them next week”. Next week comes, nothing. Another week after that, I finally blew up at them about how unprofessional this was. Their head of customer service reached out and said she is personally handling this. And my items were shipped 5 days after that. Just because I said to take your time, doesn’t mean you can just put my order to the side and forget about it. In between me ordering the cushions and them being shipped, it was exactly 91 days. No updates unless I ask for them, and that’s only if they feel like giving me an actual update. This was extremely unprofessional on their part. You never leave the customer out of the loop. If they worked on their customer service, they would get 5 stars from me, and I think my 4 stars is still pretty gracious, but I’d like to give them a chance because they delivered in the end and the cushions are exactly what I asked for, with precisely the measurements I provided, and...

Terrible service. Slow--much slower than the promised 4-6 weeks. Worse, after the 6 weeks elapsed, there was NO proactive communication. When I challenged FoamOrder, I got a cursory "oh gee, we're running behind" excuse. Nothing was even attempted to "make things right".

Poor quality: I ordered two cushions and both were incorrect. One was supposed to be a 24x29" rectangle, but one side was 23". The other was supposed to be 78" long, but was 77" long.

For $1000, I am disgusted by their performance. Worse, their customer "service" team is absolutely unwilling to accept any accountability. The customer service manager keeps repeating that I need to take better pictures of the measurements, because "it is policy", but when I ask if it is also policy that FoamOrder makes a quality product in the first place, she goes silent. I've been refitting this boat for 3 years, and this is the WORST service/supplier that I've run across.

To anyone considering working with FoamOrder, RUN AWAY! at high speed. Try any other vendor, but...