The Futon Shop Reviews 1,082

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

Be forewarned, if you are genuinely sick and not just a trendy yuppie—these mattresses DO off gass and will make you sick if you have compromised detox pathways while they are off gassing. Just FYI to my people fighting hard enuf already.

The soft Teddy Bear futon we purchased on line arrived as a rock hard futon covered with 25 plastic buttons on each side - we supposedly had to sleep on these buttons. After sleeping on it, my husband and I woke up with a horrible backache. We called Miguel (the sales person) right away, within 30 days, and he told us not to worry about 30 days because they will throw it away anyway and suggested to give it time - wool could be compressed and it needs some time to release the compression. Suggested to keep flipping it also - I asked him how can we flip such a heavy and bulky futon if it doesn't have handles! We had to call our son to come to help us to flip it several times - for three of us it was a very difficult task! We were patiently waiting, didn't sleep on it, but didn't see any changes with the time. Called again and discussed with Miguel what is going on and what could be done - he suggested to buy in addition the wool topper and we told him we will think about it. We added the feather topper - borrowed from our son, but it didn't help at all and we decided against buying the topper from Miguel - we were not sure it will help. We also thought that adding the foam under it may soften it up by giving it some springy effect, but it didn't help either. We slept on it maybe 5 nights all together and mostly were waiting to see if with the time it will get fluffy and soft as Miguel was suggesting. Finally, we called Miguel asking for the refund and to our surprise, he just sent us to the warranty department, which simply denied it. After all, Miguel misled us with his "Dont worry about 30 days - take your time - we will throw it away anyway, we want you to be happy" !!! We filed the dispute with our credit card company. PS Not to mention that the futon arrived very late, nobody responded to my emails and I had to call Miguel several times to check when the order will be finally shipped. But this was a minor issue comparing to the main issue - we lost all our money and had to sleep on the sofa for 2 months waiting for this futon to get softer as Miguel was suggesting! Interesting that someone posted below with the same issue about this "soft teddy bear".

Cancelled order over delays and did not receive my money back

Terrible experience. Slow expensive 4 week shipping. Zero instruction as to how to unwrap it. It smells like wet sheep. It was supposed to be their softest one, but sitting on it could give you a concussion- no joke. Their Comfort Guarantee is a total scam. They will not help out at all. They did tell me that I could enjoy flipping this monstrosity every single day for the 1st week though. So... back problems from flipping this concrete block, then more back problems from sleeping on it, and my home smells like wet farm animals. These people suck & are a total scam.

I ordered an organic cotton wool interspring mattress in October. It arrived with a very strong odor. It gave me a headache to even be in the room with it. I’ve let it air out and that is not helping. If you are sensitive to smells please do not order from here. I also ordered a regular size cotton mattress for my camper and it had the same smell. I thought if I got organic maybe it would not smell but it was the same. I’m very unhappy with it and after contacting me they told me the smell will eventually go away. It’s been 3 months and I ordered another mattress from home of wool and it had no smell. I am giving this bed from futonshop to my dog.

I bought a mirror with shelf and threw it away it was so poor quality. You had to assemble it yourself and screws lost thread and wood crumpled. Also shelf was poorly finished with pieces of wood falling off.