The Futon Shop Reviews 

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!

Unorganized ordering/shipment and terrible customer service. I ordered multiple items weeks ago and have had limited communication and each time I do get ahold of someone something in the order is wrong. I just received a shipment confirmation for an item I didn't order (a heavy large futon frame), but two that I did order not included in shipment. I ordered the frame from a competitor a week after ordering the mattress from the futon shop and the frame has already arrived and I didn't have to waste time tracking down and double-checking orders. I would NOT buy from them again.

I ordered a simple futon cover online. I couldn't look up the order after and I only had the email as proof of the order. Over a month later and multiple attempts at emailing with sporadic responses, I finally received the item...but it was the wrong color...

I am currently trying to get the right item and return the wrong one. The email thread started good but then I couldn't get confirmation that they shipped the right one. I've tried calling but everything goes to a mailbox, a dead line or a full voicemail...

Absolutely horrible service and overpriced.

Sent 3 messages via Facebook, 3 emails, no response. They really do not care about their customers. I have a issue about a product I purchased that has quality issues for and they are not responding back. Very disappointing experience.

I made an order in late April. It took nearly a month for someone to tell me the product I ordered was not in stock and will no longer be available. I was asked whether I wanted an exchange or refund. I said refund. On May 21st, Edith said she processed my refund and to wait 10-14 business days before seeing it in my bank account. Over two months later, and I have yet to receive my refund.

I've reached out and emailed twice requesting information about my purchase, but have yet to hear from anyone.

It seriously feels like I've been robbed. No product. No refund. No word from anyone. I'll be filing a report with the BBB in an attempt to get this issue resolved.

For anyone deciding whether or not to purchase from The Futon Shop... I would be very cautious. Do not take my single review as an indication... take the countless others explaining how shady and undesirable their customer service and operations are.

Please beware of and stray away from The Futon Shop.

We ordered a Cocomax futon (the 6" core one) and a 2" wool topper from the futon shop. It arrived on time, and it's been great; really comfortable and well made. It's really hard to find an affordable natural mattress, much less a comfortable one; this is the best match I've found in a long time. (And I've looked.) And my wife, who is pregnant, finds she can sleep on her side with this mattress, which she couldn't do before (on a nice innerspring we had).

I was a bit nervous because there are a bunch of negative reviews out there; but my experience was great. I think the negative reviews come from people who've wanted to return the mattress. Buying a mattress online is definitely not a sure thing (even if it's a good mattress, maybe it's too firm/too soft, etc.), and their return policy isn't great (basically, unless the mattress arrived damaged, it's not worth it); but it also makes sense to me why it's that way. As they say, they can't re-sell a mattress you've slept on, and unlike Casper or Tuft and Needle mattress, which are latex and synthetics, these don't roll up, so they're expensive to ship.

But, many of us don't live anywhere near a brick-and-mortar natural futon shop. I think this place is a good option because it's much more affordable than most other natural mattresses, has firm options (rare for natural mattresses), and, because it's less expensive, if you're not sure about firm/soft, you can get a topper just in case without dropping too much extra $$.

But, if you really want to be able to return it easily, get a latex/synthetic mattress from Casper or Tuft and Needle or something.

I've enjoyed my sofa/futon for the past 3 years. However as the average lifespan of a couch or sofa is 7-15 years according to a google, mine has only lasted 3. At this point I can very clearly feel the springs pushing up where there may have been padding that’s worn out.

Placed an order for masks that were never received even though shipping shows it was delivered at a time that my mail lady never comes. Called the store and emailed several times to no avail. I ended up having to purchase new masks from another merchant. Filed complaint with BBB to recoup funds.

Ordered over the phone and wasn’t aware of hefty delivery fee ($270). Called promptly to cancel order and was unable to speak with anyone. Email sent and was told it takes 3 days to process orders and may be able to get refund with a 20% restocking fee. Still can not speak with anyone and emails are unanswered. Filing a report with BBB to help resolve a simple issue.

Lousy customer service. I placed an order on their website. When I clicked submit order, absolutely nothing happened. No confirmation number, nothing to indicate my order went through. I then had to use the 'chat' service to which came the limpid reply: I can't check this now. It's not in the system. sorry. And when I complained by email received a rapid immature (in uppercase!) statement about how long they've been in business. Oh and did I mention I was charged twice for this 'transaction'? Suzanne Diamond, are you reading this ?

The Amish made flat arm futon is excellent quality and very easy to assemble.
Delivery was on time and the driver called approximately 45 minutes before arriving.

The Japanese style futon mattress (cal king) had so many good reviews on their site, but after experiencing this bed for 3 months, I have no idea why it has any good reviews. After just 3 months, the futon sunk so much where i slept, it became completely unusable and unsafe for my back. It also compacted so much that it became harder then sleeping on my carpeted floor. I'm only 100 pounds! and no mattered what I did, I could not re fluff it. Took care of it exactly as they said too. On the site, it was the life expectancy was 6-10 years! Didn't even last 3 months! I called to ask them about that. They said that they knew it did that. I was so shocked, I asked if you knew it's defective like that why are you selling this? They just responded with, well they sell a lot. Are you kidding me?! Selling a product that they know is unsafe to sleep on, but they don't care because they won't give you your money back. They don't have to stand by their product as long as they can take enough of unsuspecting people's money. I already talked to paypal, and they said I probably won't win because these kind of things can't be backed up from paypal. These people probably know they have the upper hand, just selling expensive garbage. I'm so disgusted with them and it's so shameful because they are an american-made company. You would have hoped it would be a quality product, but I guess I can't even trust USA made things. I'm so sad because I just don't have enough money to get another mattress for a while and because of these people, I've been sleeping on my floor because it's softer then their garbage.

the FRAUD SHOP, more like it. do not give this misleading and unscrupulous company any of your hard earned money.
i was not given a receipt at the competition of the sale and after reading reviews i asked that my order be canceled. two days later i was told it already shipped, but they COULD NOT give me a tracking number OR tell me when it would arrive. this paces is shady to be nice. never ever give them any of your money!

I ordered a futon frame from this company that was never delivered. They have refused to refund my money & do not respond to my calls or email. The purchase amount was OVER $600, which this company has essentially STOLEN from my bank account. BUYER BEWARE!!

We ordered and paid for a futon cover which was shipped to us in Maine. It was unfortunately not the color that we wanted, did not fit our futon very well, and the fabric creased easily. I called and left a voice mail asking about how to return it, figuring I would have to pay the return shipping. I received an email with their return policy: While I did not expect a 20% restocking fee, I would have accepted that. The other condition of the return, however, was that the balance of what I'd paid would be given as IN-STORE CREDIT. Given that I live 3,000 miles from California this is not exactly feasible. When I placed my order over the phone, I was not told about the return policy even though the salesperson took my home address for shipping. I would not have placed the order had I known that I had no chance of getting my money back if I wasn't happy with the product.

I wrote several emails asking (politely) about getting the balance of the refund on my credit card and also left several voice mail messages. No reply to these inquiries. I WISH I HAD READ THE REVIEWS ON THIS PLATFORM BEFORE ORDERING!

DO NOT DO BUSINESS with this company. I wanted to return 2 covers because one didn’t fit properly and I didn’t really like the pattern once I saw it in person. I was unable to get through to anyone by phone - guess Friday is a day off! I emailed but tried calling again after a couple of days of no response to my email. Finally got through was told they could help me but put me on hold for 15 minutes and handed the call off to Robert. Who explained I needed to pay the shipping to return, pay a 20% restocking fee which is $60 and then I would get a merchandise credit good for 6 months. These were not custom made to specks either they’re just covers!! Thanks but no thanks!!! Clearly they are happy to screw over their customers. I’d rather keep them than go through their process. I find it hard to believe this company has 20 locations as they claim with such a shoddy return policy!

I love shopping in Futon in person, so I thought buying online would be just as good. I bought more of the coffee cups that I already owned hoping they would look the same, however the ones that came were so different that they look like a completely different design. While the ones I had looked hand made and were very thin, the new ones are very thick and they are a perfect cylinder that looks mass produced. They have defects in the paint as well.

I ordered a futon in June.
It never arrived due to errors *completely* on their side.
They blamed me, despite my constant efforts to help them.

And it appears totally intentional. This is occurring despite continual contact, emails, phone calls, patience, more emails.

In the next few days I will be registering my complaints against them at the Better Business Bureau and at the Federal Trade Commission

UPDATE:
They gave me my money back but the managers conduct was absolutely unconscionable. Monstrous sexist name calling and attacks. Calling me a liar, repeatedly. Just avoid them.

They only contacted me because of this review.

This review is based on my bed that I believe was damaged when the bed was rolled for shipping. I am writing this review after purchasing a King natural plus futon that cost about $2,000, a natural plus double futon that was about $1200 and a 2 inch twin wool pillow top w organic case that cost about $300 bc it was a floor model. This was in 2017, two years ago. The reason I'm writing this now is because I literally wake up every night and in my delirium and frustration, write a super bad review about my bed in my head because I am so uncomfortable and cannot sleep. I thought that if I gave it enough time it would soften up a bit, it hasn't. I purchased two of the same beds, 1 is a double and the other is a King . I had them shipped to my home. They came rolled, in a tube shape so they could be more easily shipped. My daughter's bed which is the double is really nice and has cushion on top of the springs, it's very comfortable. The king however was rolled so tight that my husband could hardly get it open and when he did it almost hurt him because of the force from it, these are really heavy beds. Initially I called the futon shop and spoke with the guy that I bought it from and he sent me to speak to somebody in the warehouse at which time I was advised to take pictures but no picture could show what I was actually laying on. The futon shops return policy isn't very good, if you can get it back to them in 30 days I believe they will take it but they will charge you for restocking. I live in Oklahoma so there was no way I was going to be able to get that bed back to them. So I gave up on returning it and I hoped it would soften up or smooth out but it hasn't . It's like all of the cotton interior has been pushed off to the sides and left the springs and foam I'm guessing bare, this makes it so hard throughout and the center is raised. The sides about a foot all the way around are lower because it doesn't have Springs so this causes your head to droop back or your feet or slide off the sides. this really cuts down on the amount of usable space. Hopefully I'm the only one this has happened to but if you are buying a bed from them and are getting it shipped you should inquire about the process of rolling your bed because when they told me that they were going to do that I was concerned because it had Springs in it, the smaller double bed did fine but my king was damaged in the process and it has been miserable ever since. I slept on a crappy old mattress for 3 years before this that I got for $300 and it was a huge improvement over this $2,000 mattress.

thankfully I brought just the coir mattress pad instead of a $1600 bed.
Simplest way to put feedback
1) very very expensive shipping. (for a order of $450, i had to pay $220) and shipping cost is not refunded so becareful
2) They give only 3 days to return instead of standard 30 days.
3) Return shipping cost is brone by customer
4) returns are NOT refunded, you are charged 20% restocking fee and refunds are given in form of store credit to be used in 6 months.
5) Forget about calling helpdesk, with return policy like these you can bet what their response is going to be