"I recently purchased a 5lb foam mattress topper from Bergad / Isoform form. Their pads are quite a bit cheaper than the competition (Sensus foam pads.) They mistakenly sent a 4lb pad to me so I called them to inform them of the mistake. They recognized their mistake and sent out the 5lb pad to me at their own expense and even threw in a free pillow. I really appreciate a company that will fix their mistakes and take care of their customers. I will definitely do business with them again.
One bit of advice to those ordering from them is to call in your order instead of ordering on line and emphasize you want the 5lb pad. Or if you decide to order online at least put a note in the notes section."
"I found out about this company from Epinions.com. Their memory foam products are pretty well regarded, supposedly, one of only two manufacturers that make this viscoelastic foam for pressure-relieving sleep. We were excited, as this was a great alternative to the thousand-dollar+ TempurPedic / Select Comfort solutions.
We placed an order by phone on 4/25/06, and the sales rep told us it would arrive to us on 4/28/06. On 5/1/06, we did not anything, so we called for a tracking number. They said we should've gotten an e-mail with our our tracking number. Checked the spam filter, no e-mail. We called daily through 5/4/06. 8 days after our order, we get an e-mail with the tracking number -- it was a half-assed effort: "billing information received", but the package wasn't picked up until 2 days later. Furthermore, my credit card was billed following the day of the order! All this was too late, because we were going out of town for the next 2 weeks. They would not offer to upgrade to 2-day or overnight shipping to get it to us in time.
Two weeks is not unreasonable for an order like this, but they should not have lied and claimed it was in stock, with a same-week delivery. If they knew they had internal problems, they should have said straight up that it could take up to one week before it ships out.
From our calls, it is apparent this is a small company (we kept speaking to the same two folks, John and Rosan). John was very nice and understanding, but Rosan was very rude and did not return our calls.
If there is a bright side, at least their product is as-advertised, and we have been getting a good night's sleep. "