"The carrier lost my parcel"

The carrier lost my parcel
Spoke to the very efficient and courteous Nicola at Futon.
Took my details; promised to look into it and call me back - which she did.
Confirmed the carrier had lost the parcel and immediately arranged a replacement to be sent
Thank you Nicola. It was good to speak to a real person for a change. How a company deals with a problem say a lot about them - you did well

"*WOW* bad"

*WOW* bad. Hor-en-dous mattress (Tranquility II) and customer service over email and 1-800 number. I pasted the email correspondence with Moe:
Me: I purchased the Tranquility mattress in October. I've never been comfortable sleeping on it, but...I endured. Last week I realized that I've been sleeping on the metal springs. Is it possible that the mattress was not completed with the proper cushioning? I uploaded photos showing how the metal framework is right on the surface. I can grab it with my fingertips and put my fingers underneath the metal "bars." is this normal for the Tranquillity?
Moe: Yes it is , the tranquility you have has bonnel coils and wool , it is normal for that to happen.
The tranquility is one of our best selling spring mattresses.
Me: But it’s truly horrible…I realize that people have different preferences in mattresses; however, the metal isn’t wrapped with sufficient wool and the metal “bars” (?) protrude into me when I’m sleeping. That’s normal for the tranquility?
Moe: As mentioned , yes these are bonnel coils and more manufacturing reasons the springs cannot fill the entire mattress , there has to be wool batting all around .
Me: HI Moe, I believe the wool part of the mattress is missing. That's why it's a problem.
Moe: There is no way there is no wool in your mattress , then it would just be springs and a cotton case.
Me: Good morning again, my sense about the mattress is that SOME of the wool, or the quality of its wrapping, is at fault. Have you been able to see my photos? I've attached another photo with the outline of the metal springs visible. I also took a video but need to edit it for length. I'm not happy with the quality of the mattress construction. Could someone call me about the tranquility?
(No one called)
Moe: Yes i see your photos , that is from extreme compression , your mattress needs to be flipped and rotated , there is wool batting and the mattress was made correctly.
The are that compressed is the area that was most used which is standard , try airing the mattress out and flipping and rotating.
Me: This was flipped December 1. I purchased the mattress on October 1 2023, so it had only been used (on the other side) for 2 months. I'm a petite woman and haven't compressed it in the 10 weeks I've had it.
(No response so I emailed again)
Me: Hello again, I've taken another photo of the outline of the metal springs showing through the fabric. I've flipped it, rotated it, done everything right. I want this to be the right mattress for me. I talked with someone at the 1-800 number today who assured me that the production process has plenty of quality checks. I started sleeping on it the first week of October and I flipped it mid November. I've rotated it too. Is it normal to be able to see the outline of the coils through the covering?

I called today and the person told me about their parking lot and where the buildings are, the various locations of the futon stores, who he gets his paycheck from, the history of the company, the weight of the wool, the machine used to wrap the springs, how far he lives from the warehouse, that Moe is his boss, that I need to flip my mattress, that the mattresses are shipped in a box and need to be unrolled, and a s**t ton of other things. What I never got from Moe or the guy on the phone is the sense that they care. At all. I could rant but the facts speak for themselves. Since I'm a month beyond their "30-day guarantee" I have no recourse, which they know. "Caveat emptor"--buyer beware.

"Organic cotton Mattress but stinky and toxic"

I decided to buy an organic mattress based on a good experience 10 years ago. However things changed. First they recommended me to buy organic cotton mattress with wool and latex.
When it arrived the smell was so toxic I woke up with horrific headache and I asked them to exchange for just cotton one which they agreed to.
After 6 months that organic cotton mattress still stinks horribly and release some toxins which I wake up with a mild headache not as bad as latex and wool but still bad. And that is organic for you. I can’t figure out what have changed either they treat cotton differently with some chemicals or add something to cotton because it wasn’t like this 10 years ago. Now it stinks bad before it wasn’t

"This Company guided me to my…"

This Company guided me to my requirements and I was able to continue with my purchase with complete confidence.

"Beware narrow chest of drawers"

We bought the narrow chest of drawers, which looked great in the Cambridge shop. The self-assembly process is fiendishly complicated and the instructions (diagrams only) are hard to understand. We are two reasonably competent people and were very careful when doing the assembly, but it took much longer that the 50-60 minutes claimed and by the end of it we have a cracked lid and the runner of one of the drawers has come off.

"Failed customer service, long delays, incorrect items, no refund"

I ordered three items. One arrived, one was incorrect, and one did not arrive. Only after about 2 weeks of phone calls and emails did they agree to send the missing item ($500 mattress). For about 1.5 weeks, they ignored emails and would never "call back". They never corrected the incorrect item, and they would only agree to a self-paid return and 20% restocking fee.

I would never recommend ordering from them anything. For the high end items they claim to sell, there is definitely better customer service out there.

"This is a great company"

This is a great company! Very quick response when we called, with a knowledgable staff who advised us well. The shipping was fast and efficient, and we were super happy with our futon mattress when it arrived. It is one of the nicest and comfiest futons we have owned! We will be ordering another one in the spring for sure.

"Nightmare"

Worst rip off of my life. RUN don't walk away from this place. Nightmare experience similar to others who have made a review here. My organic cotton matress smelled like a barnyard and the smell never went away. Had to sleep on make shift bed for a month because smell was so aweful stinking up my tiny studio apartment. And they don't do refunds, only store credit or half store credit for proof of donation. Couldn't donate in good conscience due to smell, couldn't wast more money on returning it. It went to the dump where it belongs when my new usable matress was delivered. Currently in talks with my bank disputing the charge. Don't be fooled by all the good reviews on there site. Better Busniness Bureu has similar horrible reviews as shown here. Worst experience ever with a company.

"Stay FAR AWAY from this Company"

The Futon Shop sold us a defective futon bed frame that began to crack all over within a week of usage. The defective frame could have potentially hurt our teenage son, who was the only one sleeping on it. From how it cracked, it seems the frame has structural design issues.

We notified The Futon Shop, and they promised to send us a "new reinforced frame." Our son was without his bed for weeks when, finally, The Futon Shop sent us four wooden slats to attach to the bed frame to make it "more secure." We were in disbelief.

In addition, The Futon Shop refused to pick up the defective frame, so now we have to spend more money to get rid of it.

To top it off, when I left a review of the frame on their site detailing the issues we had with it, it remained for a couple of days and then was deleted.

I requested a refund several times and am still awaiting a response.

"Stinky Scam"

Ordered two mattresses and one smells like motor oil and the other smells like a barnyard. I had to leave them in the garage and unfortunately I’ll likely never be able to use them. The communication with the company is terrible. Basically a scam. Probably will be suing them.