The Futon Shop Reviews 

Customer service is terrible. You cannot speak to a person. Even when I called and spoke to employees at 2 of their stores in California I was told (by 2 different employees at 2 different locations) that they could not give me a phone number for customer service, I had to continue using the customer service email. Looking more closely it looks like their customer service is an app!

Shipping is terrible. The first futon frame I ordered was damaged and can not be used. I then unfortunately learned that they do not accept returns (my fault to not see it when I went to their beautiful website). So they sent me a second futon frame which was more damaged.

The FedEx manager at the location where my 2nd futon was delivered said that it was not packed well by the sender. The solid wood frame was not wrapped or padded in any way inside the box. She could tell this because she could see through the large holes in the box. She also noted that she has never seen a shipper put a label on a package that said the customer could not refuse to accept a damaged package or product. Luckily FedEx told me that they could indeed "return to sender" so i did not have to accept the 2nd futon. Of course I am still out $400 with nothing to show for it, but at least I do not have to dispose of another futon frame - thanks to FedEx (the first is in my garage)

I was also fooled by their website. At the bottom they declare "Handmade in San Francisco" but the Futon frame was shipped from Indonesia.

The organic mattress I purchased from The Futon Shop has exceeded my expectations. Not only is it incredibly comfortable, but I love the peace of mind that comes with knowing I am sleeping on a product that is made with natural and sustainable materials. Overall, I am very satisfied with my purchase and would highly recommend The Futon Shop to anyone in the market for an organic mattress.

I bought Natural Wool & Organic Hemp Mattress. it doesn't look like mattress but like a heavy futon, has no shape. I had to hire two movers to bring it upstairs. The mattress doesn't hold the shape - after 2 nights there is already a movement of the filling creating lumps and holes. And i just realized you can only return it for store credit. I wont recommend it!

I have never slept on a mattress that is so uncomfortable. I was excited to find an affordable organic natural mattress and really wanted to like it. I got the medium firm which supposedly is supported mine and my partners weight range but we have both been experiencing back pain since we got this mattress. I thought maybe it was uncomfortable due to me being pregnant but I have been back to my regular weight for several months now. I don’t know if it’s the ‘micro coils’ or the plastic tabs holding it together. I am about to cut the plastic tabs to see if that changes anything.
Some people complain of the smell… honestly it smells like wool. What do you expect for purchasing a wool mattress? I bought a wool mattress many years ago from a different company that was extremely comfortable and smelled much stronger.
This company seems to always have 70% off sale going on. Seems suspicious. Why not just make a decent mattress and sell it for what it’s worth?

Scam!
There is a reason they don’t allow returns!
Shiki futon with wool cover and organic cotton smelled exactly like an unwashed, s*** covered sheep straight from the barn.

It seriously smells like they didn’t wash the wool before using it to make a bed.

Also, mattress lost its form within two weeks. Looks like it would be useless after a couple months… I won’t know, I’ll be tossing mine in the trash before a month is out.

Do not buy anything from the futon shop. The furniture is so expensive and it isn’t even that comfortable. We really don’t like the couch we bought. They sent me the wrong color, and they refuse to do anything about it. Worst customer experience I’ve ever seen. Super disappointed. Ordered it in august, didn’t arrive until late November.

Didn't tell me futon cushion needed electric air pump, then said they didn't have to tell me it did, then they also said they do not sell air pumps. Fat lot of good that customer service was! Never using them again!

We were very unhappy with our mattress, despite getting help from the salesperson there. Tried desperately to return or exchange, but it would have been almost impossible to ship it back. Somehow got upsold on a mattress topper, which only made it worse. A year and close to 2k later, we're finally going to give it away and buy something simpler with a better return policy. Super super disappointing experience. Customer service has been awful.

I ordered a non toxic, chemical free sofa that took months to make. It was delivered damaged with the packaging open, a dark substance in it, heavy dust all over it, evidence of water damage, a toxic smell, and with tears and abrasions on it, as well as the bottom being dirty. I contacted the Futon Shop per the employee and let them know of the issues. I was told if it came damaged to accept delivery, take photos, and get in touch with the Futon Shop right away. I sent Futon Shop video and photos, as well as a detailed email outlining the delivery process and what happened when the sofa got to my house. They said they filed a complaint with the delivery company. I told them I needed a full refund. Also told them the sofa was making me sicker. I told them they needed to come get it as soon as possible. I gave them a doctors note. They disregarded the doctors note and my reports of how their product was making me ill and left the sofa at my house for over 5 weeks. It was picked up on the 9th of November, 2022. I still do not have a refund. They told me they would refund less the shipping to my house and the shipping back to them. I did not get what was promised or what I paid for. They filed a compliant with their shipping company for damages yet want me to pay for the shipping. They have not said the amount they would refund. It's been 23 days since the sofa was picked up from my house, I still have no refund. This company put me through a lot of undue stress for the past few months, in emails and on the phone. They have taken no responsibility, instead they have blamed me for the problems and continue to deny that their product made me sicker and was not what was promised. I was in touch with the owner, as well as managers and other employees, throughout this process and none took any responsibility. I would highly recommend that any potential customer of the Futon Shop, stay as far away from this company as possible.

I had a terrible experience today in the Brighton Futon shop. Having spent hundreds of pounds in recent times at the shop, I endeavoured to buy an item clearly advertised in the sale at a reduced price. I was then overcharged having paid for the item and the salesperson refused to sell it at the advertised sale price, although he acknowledged that this was the sticker price. The salesperson was offensive and the manager refused to overturn the decision. I left with a refund, but with a very bad taste in the mouth. The customer service was extremely poor and I shall not shop there again.

I accidentally ordered the incorrect futon size -my fault. I got a full double loveseat instead of full double. The thing is, I did not realize until I opened the package because on almost every email about the order the size is either not included or its called full double. As if that is not confusing.

They will not let me exchange my order for the correct size even though it was a standard order and the other futon So now I have a $200 wasted futon cover in the wrong size that I guess I will put in the trash or remake into pillows or something because it's not like I run an online business for selling futon covers.

Oh and they offered me a 5% discount... Thanks!

Hi my name is Robert I worked at the company from 2007- 2022 and was wrongfully terminated and lied on so my main job here in the next week or so is to try and get you not to spend your money with them and I also will be giving examples on the scamming,and everything that a customer does not know what is happening on the back end of what you really are getting! I’m am for real you can yelp me from running the futon shop in San Jose off of Almaden expressway also the shop in San Mateo off of 4th and even go back to when we had a shop in Palo Alto first name Robert last name White.

Absolute crap products and even worse customer service.
Bought so called organic futon mattresses and mats and pillows.
Mats were damp and musty and had white streaks all over it.
Pillows were not organic as claimed.
Mattresses smelled and had no indication that they are organic and caused severe allergic reactions in all family members.

Customer service refuses to take bake entire purchase. And continues to blabber rather than do anything.

Have disputed charges with bank and will call BBB.

DO NOT USE THIS COMPANY THEY LIE ABOUT PRODUCTS AND DO NOT CARE IF YOU DIE FROM ANAPHYLAXIS OR CHEMICAL POISONING

What a rip off. An acquaintance had told me about this place so I decided to order a futon from them. Due to the fact that the futon was the equivalent of sleeping on a hard rock I decided to bring it back in exchange for a full sized bed. It was around $500z I ordered the full size hemp bed. I enjoyed the comfort of this bed until it randomly broke on me one day out of the blue. I hired a handyman to come fix the bed and it was successful until I started noticing the legs becoming wobbly again. I have been the only person sleeping on this bed and there is no reason it cannot hold the weight of a young woman. At this point im tired of dealing with this company and am just going to buy another bed. Total waste and scam.

Everything i bought from this company ended up in the trash because there is no returns at all. The wool futon mattress “huggie bear” stinks like a zoo or worst and started sagging after a week so bad that i had to trash it. I also purchased wool pillows and couldn’t even place my head on top of it due to the stinky smell. The “organic” cotton sheets pilled and ripped so fast that i can’t believe it. Do not buy here you will regret it. ZERO customer service after they take your money. Check the other reviews here.

Excellent customer service, and a terrific natural product. Burt Bún (in the SF showroom) kindly helped me understand the diversity of natural & organic fiber/latex options - many of which are easily customized there on site, where the mattresses are made. Burt guided me to an ideal mattress; and I look forward to putting a 2nd Futon Shop mattress in my guest room. Thanks, Burt!

I had my mattress for six months in a very arid environment in Reno, NV. I lifted up my mattress to sweep under it and it was covered in mildew. It looked like it spent the last six months in a damp basement. I air out my bedroom every day. I had noticed my eyes were frequently itchy at night and my nose was stuffy. I thought I had allergies. When I contacted The Futon Shop they said it was my fault because I didn't take care of it and refused any refund or replacement. This company is basically a scam.

Terrible company. Zero customer service skills, and you can't talk to a human.

Placed an order, they processed the credit card, and never got an order confirmation. I wrote them and asked about it, they said the order nevee went through. Then 4 weeks later I found the credit card charge! When I forwarded it to them and asked for a full refund, suddenly they processed the order and now can't give me a refund because it was "custom", which it wasn't.

I have heard their items have arrived moldy and they won't give refunds, I didn't want to believe it since they say they are an organic company. Now I know better.

NEVER BUY FROM THEM.

I don't think I've ever had such a terrible experience with an online purchase in my life. I really wish I would've read these reviews ahead of time.

I just need to vent and so this is going to be a lengthy, horrible review of this company.

After purchasing a wooden headboard, futon shop gladly took my money and sent me an invoice. After waiting for two weeks without even a tracking number, I had to email them and they told me at that point that it was "backordered" and could take up to another two weeks. I figured that there have been supply chain issues lately so I was fine with that. I waited for two weeks, and after still nothing I just emailed again saying I wanted to cancel it. Immediately after sending that email I got a call late at night saying that it was miraculously being shipped the next day. They weren't waiting for this item to get to them, they had had it in stock the entire time and had just never sent it. Totally fine. People are short staffed these days. It happens.

I got the headboard and immediately saw that the color was completely different than what was on the website. A gross yellow color. More importantly, there were giant stress cracks right near the edges of the headboard that would be fitting with the bed. Meaning it was going to crack more. I immediately sent an email with pictures saying that there were cracks and that the color was off and that I needed a refund and wanted to send it back to them. No harm no foul. They're not the manufacturer, it's not their fault. Yeah, maybe they should have had some quality control to check things before they sent them but, that's fine.

I was told to email somebody else. I emailed that person and didn't hear back. I emailed again. Another person named Edith got back to me a week later and said that she was sorry and would I give her a few more days to process this? After waiting another week with nothing, I emailed again and they told me that I had been credited back to my PayPal that day and to wait for three days for it to process. I figured this was finally over.

After a week, nothing showed up in my credit statement, I emailed again asking where the money was, and just like when I purchased the headboard threatening to cancel, 5 minutes later got an email from PayPal saying that I had a refund coming through. Edith then sent an email telling me that as she had told me before, she had it credited it back the previous week and that it could take a few days. She obviously never processed the refund the first time and was probably hoping that I wouldn't follow up about it. I know that futon shop didn't process the refund until after I emailed again the second time because I checked with PayPal to confirm and the refund transaction wasn't even started until I asked where my money was. This means that they lied to me.

Even worse, they gave me a partial refund. I asked why it was partial and Edith replied "we don't refund shipping." You don't refund shipping on a broken item that you sent me? It's absurd. Luckily I used PayPal credit, I opened a dispute with them and told them everything and I got the full amount credited. I gave up trying to communicate with futon shop at that point.

I'm just leaving this review on here to warn people to not support this company. With so many options out there, it's a wonder that they're still operating.

Spent about $2,500 on an Amish Futon frame and mattress. Took months to arrive, assembly was a nightmare and it can’t be used an a bed for an adult. I just donated it to goodwill as there are no returns and I will never shop here again.