The Futon Shop Reviews 

Ordered a couch and a tatami bedframe with a wool futon mattress. I tried to write a review for the tatami bedframe, but it has not been posted to there website. No wonder their website review are all good.

The tatami is so smelly it is impossible to be in the same room with it for more than a minute. Unusable, but of course not worth returning due to the shipping and 20 % fee, and the fact that the packaging was taped so that it had to be distroyed when removing the product. They must have used multiple rolls of packing tape per item.

The bed also had one piece that was the wrong size. 1/4 inch too short and cannot be doweled into place as required.

Couch and bedframe both came damaged, but wrapped in so much tape it took me two hours to unwrap each so no way I could have reported the damage when recieving. Their return policy is absurd for such expensive products.

The wool Mattress is OK. I would never choose to sleep on it, but it is usable and more comfortable than the floor. It is for our guest room, but I feel bad asking people to sleep on it, so will most likely replace it as soon as I can.

I will never ever purchase from this store again.

We bought a trifold foam bed from The Futon Shop. It turns out that they use smaller sizes than normal for some of their beds, so ours was 11 inches narrower than the same size bed from other companies. Also, the quality of the sewing was very low; the three parts of the bed did not even line up. Finally, they sold it as "medium firm" but it was so soft that a 130 lb person sitting on it sunk all the way to the floor. We called them within minutes of receiving the bed but they would not take it back.

I read other reviews and shocked people are having so much problems. one thing that i see that isn't great and true is the return policy but my first time there was yesterday and had great service from Burt in sf location. he helped me and my fiancé choose informed choices on material for are products and made us separate pillows to fit our own needs. highly recommended

If I could 0 stars, I would. Ordered two futon covers in two different colors to see which one would work best in the room. Neither looked good and so the covers were never even removed from the bags as you could see the colors through the plastic. Unfortunately I found out afterward that they do offer swatches... They don't do returns for refunds - at all so I'm out about $300 and will be donating the covers to Savers...

When I called about it they talked about how "in the age of Covid"... blah blah blah. I get it - people don't want to purchase bedding that has been used but I suspect other places do offer refunds for un-used items. By their standards, no clothing stores should accept returns for refund. So be careful on this place and only purchase in person if you are not sure you will like the item...

Avoid this business at all costs. Recently ordered a frame/mattress/cover. The frame misses the color pictured by a longshot, and the mattress arrived damaged. Three weeks later customer service is still passing the buck and they won't confirm or deny me a refund, if they bother to respond at all. They always manage to sound polite and apologetic, then proceed to get absolutely nothing done. Given the misleading advertising being a massive screw up on their end, I'm not willing to exchange. Even if I agree to that, they expect me to pay return shipping, shipping for the exchanged item, and a 20% restocking fee. Their return policy reads like a EULA.

Originally, their customer service quickly agreed that the depiction of the "mahogany" frame I'd ordered was misleading. It was shown as a dark neutral brown, and what I got was a pretty awful magenta-fuschia that would be a vomit-inducing combo with the cover color I'd picked. They've since (almost) corrected the listing for this "Okinawa" frame by adding the "antique mahogany" pic that's only slightly closer to what they're selling. Still, the color dropdown selection only says "mahogany" and the original picture they misled me with it still there with the "mahogany" label. They were able to update their site like this within a day or two, but three weeks later still can't send someone to pick up these useless boxes of furniture eating up all the space in my apartment, constantly reminding me of this infuriating experience.

My patience is gone. I've tried applying some leverage via the BBB and FTC, to no avail so far, but I'll wait another week or so. Given their BBB rating is an "A+", I'm inclined to think the BBB is almost entirely useless. I hope I'm wrong. I just want this to be over. AND get that refund to put towards a couch from a different company. I wish I'd seen the other negative Trustpilot reviews sooner. Believe them.

Bought the king size futon with the title copied from the product page below which clearly states in the title that it’s 8 inches thick. It arrived and only measured 6 inches thick. I contacted customer support and they said that this product ranges from 6-8 inches. It did not say that anywhere on the product page. The thing is that I bought the same futon from the same store about 5 years ago and it’s exactly 8 inches. They are being deceptive about the products. Do not purchase from this store!

‘Comfort Rest Natural Latex Futon Mattress - Organic Latex Futon Mattress With Wool, Organic Cotton & 2" of Latex - 8 Inch Firm SKU: COMRESTEKR’

Bought the 2 inch natural wool topper and cannot use at all for intended purpose. I do not find it plush, soft or lofty. It actually made the mattress more firm, lumpy and uncomfortable. Also, customer service is very poor in my opinion, comfort exchange not helpful when living out of town, company doesn’t seem to care about you after the sale, which you should consider final. My one star review posted to their website disappeared after posting. Trust these reviews and buy elsewhere.

Impossible to get in touch with when there is a problem, shady business practices at best. Here is the contact information for the woman I was told is the owner of the company:
Suzanne Diamond
(415) 920-6806
Suzylucy at gmail.com

Paid a lot of money, got none of the items I ordered (they substituted items without my knowledge or consent, and also sent wrong size futon)...now the shop is ghosting me. The Futon Shop seems to be doing its utmost to NOT take care of the issue. No customer service phone line, they force people to email. Yet...despite multiple emails from me with my # and requests for assistance, no one has called to resolve the matter. The REALLY unethical part is that they only disclosed to me that they don't "do" refunds ....until AFTER they took my money!!! ..only store credit (which, as I am an out-of-state customer, is useless). I also feel this policy should NOT applicable in a situation where the company is the guilty party, i.e. *they* screwed up every item in my order.
Thus far, a REALLY bad experience.

DO NOT BUY ANYTHING FROM THIS STORE. I purchased a cover from them that was far away from the color and texture advertised. They do not issue refunds and are exceedingly rude when asked. $150 wasted on false advertising. It's incredibly unsurprising they do not allow google reviews.

I just wish I would have read the reviews here before wasting $1300 on a sofa bed with this company.

I purchased a sofa bed in October, and I was told there was only a 1 year warranty. This was obviously a red flag, but I was assured by an earnest-looking, long-time employee that he "had not seen one fail in his twenty years there". I was willing to take his word for it, because the one review on the website was positive.
Well fast-forward four months, and the hinge that raises and lowers the back supporting portion of the sofa bed broke away from the furniture. I immediately reached out for warranty repair.
Warranty request denied! Four months, used for seating, and laid flat a total of 7-9 times. Four months. $1300.

Take a hint from the atrociously short warranty. They know they are selling junk. Look elsewhere.

If I could rate it lower I would. The futon cover I bought is good quality and nice looking but too big. The instructions say email for return information/confirmation # for the return. I emailed 3 times and got automated messages that my request was being processed and then nothing, so apparently I'm stuck with a futon cover that doesn't fit. Don't buy from this place on line.

The product was not delivered on time (2+ weeks late), was not as described (not warranted to accommodate one person of the weight I specifically asked for help selecting it for), and defective, as admitted by the manufacturer. They will not allow a full refund under any or all of those circumstances but only offer help with warranty service if applicable or a partial refund, if initiated within 3 business days (better get it in writing) ***in the form of store credit minus a 20% restocking fee***, which they did not inform me of when I placed my order by phone and it was not easily noted on the invoice I received at the time, either. They lied in their response to the BBB saying they extended the return window from 3 days to 2 months for me when it hadn't even been close to 2 months since I received the items and they knew the slight delay in my return was due to coordinating with their extremely limited business hours and needing help to get it there in 2 vehicles. They eventually allowed a full refund after more than 50 emails of correspondence regarding the issue, several calls, and a BBB.org complaint. AVOID

Awful experience. I live in MN and had a mattress and mattress cover shipped to me. The mattress is the most uncomfortable thing I've ever slept on in my life, and there's no way in heck I'd be able to ship it back to them because of the weight of it, and I have no way to vacuum pack it up to get it to the shipping facility, and besides- I paid $150 to get it shipped here in the first place. Yikes. Additionally, the organic waterproof cotton cover they sent me is too small for the mattress. The cover itself was $150! I've contacted customer service several times and gotten no response. Very disappointed. I would stay away from this company if I were you. I'm out over $900. Bummer.

Awful experience, took over two months to ship my bed when it says two weeks when purchasing. I also was not able to cancel my order because nothing is refundable. I felt like I was scammed, and should’ve just went with Casper, Purple Mattress, or other brands that’ll cost less/ the same but have better quality and services.
- When the mattress and pillows arrived, it smelt atrocious, making my bedroom smell like an animal farm for an entire month.
- My king bed was sturdy in the middle, but as soon as you’re near the edge you start to slide off due to no side support.
- I’ve had my bed for 10 months now, and it has shrunk to the point where I can see my bed frame, as if it’s becoming a queen lol.
- My mattress is also already dipping. I’m only 110lb, so this bed will dip for anyone, especially people with larger frames and weight.
- Beginning around 6 months of having my mattress, my partner and I would occasionally get stabbed by long sharp clear pine looking things, that would pop out of the mattress through our sheets and mattress cover. I do not recommend this company for anyone, especially children.
- The buckwheat pillows are the most uncomfortable pillows I’ve ever purchased. I’ve had buckwheat pillows in the past and this is nothing like it. The pillows I received are so firm, it feels like I’m sleeping on a rock. we now use the heavy hard pillows as a back cushion when I’m sitting on the floor.
- The customer service was unprofessional and just bad. After not receiving my order or any follow up from The Futon Shop, I looked up reviews and began to call. Every time I called, it was the same guy and he’d tell me the same thing, that they’re backed up and working on it. This company gave me and my partner so much stress, it was not worth anything we received.

Everything I experienced makes me question whether their positive reviews are all fake and how they’re still in business. Are they actually organic because they don’t seem to care about anything other than making money.

I’m pretty young and found out about this company through a famous L.A/ N.Y fashion “influencer” but after this, no longer taking advice from online influencers lol.

If you’re reading the reviews after purchasing and freaking out like I did, itll be ok, just be persistent.

I ordered a custom size comfort plus mattress and needed it shipped out of state. The guy who I dealt with was great. They processed everything quickly and I just got the mattress in today (a week and a half later). And, wow, the quality of this thing is amazing. Sleep is a struggle for me, and I’m not going to be one of those people that all my life problems were fixed by a mattress. But it seems like it will work great for what it is. Good firm feel, but not too firm.

Ive never slept this badly before! I was recommended The Eco Pure Rest 4 inch latex & wool mattress by my sales rep over the phone when I told him I like softer beds but should probably move slightly towards medium since that can be better for back health longterm. I was very excited to try out my new mattress and for about a week now Ive been trying to give it a shot and my body is painfully sore! My back and arms hurt. I wake up every few hours and in a bad mood. I don't even enjoy lounging on it throughout the day. It literally feels like a sack filled with sand. its so hard and doesn't have much give. This mattress needs to be listed as FIRM. There is nothing soft about it. The return policy is horrible if you live out of California... The cost to ship it back, than ship a new one plus who knows what other fees there might be is not worth it! I should have explored other brands a little more before making my purchase but I was pretty sold on this company being eco friendly. Im going to see if a mattress topper from another company will help mask the firmness/feel but it seems I totally just took a loss with this purchase.

If I could give them zero stars I would. I ordered a mattress and had to refuse delivery, the shipping company called me from their location an hour away to let me know the mattress was damaged. I immediately called and was told that only customer service could help. I have now been emailing them for 2 weeks and have had no response. Every time I call the service umber the mailbox is full. I thought a so called eco-friendly company would care about their customers. Now I am out almost $1000 and will be reporting them to the BBB. DO NOT PURCHASE FROM THEM!

The Futon Shop is awesome! Victoria in customer service is top-notch. She helped us figure out which futon and mattress combo to pick out by giving us detailed answers to all of our questions (and we had a lot!). We're buying a house, so she helped us with the order to process our card later (to not mess up the mortgage!) and hold the delivery for a bit, all to take advantage of a sale. We never would have thought that would be possible!