"Stay as far away as possible"

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.

"Terrible experience"

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.

"Terrible Customer Service. Wish I had read these reviews before ordering"

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…"

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…"

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"

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.

"Your store should NOT exist!"

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"

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…"

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"

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.