The Futon Shop Reviews 1,082

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.

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.