"Avoid this vendor at all costs."

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.

"Just donated to goodwill. Never again Futon Shop."

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.

"Will never buy from 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.

"Avoid this store"

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…"

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"

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...

"False Advertising, Passing The Buck"

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.

"Excellent service."

Excellent service.

"Received product not as described…"

Bought the king size futon with the title copied from the product page below which clearly states in the title that it’s 8 inches thick. It arrived and only measured 6 inches thick. I contacted customer support and they said that this product ranges from 6-8 inches. It did not say that anywhere on the product page. The thing is that I bought the same futon from the same store about 5 years ago and it’s exactly 8 inches. They are being deceptive about the products. Do not purchase from this store!

‘Comfort Rest Natural Latex Futon Mattress - Organic Latex Futon Mattress With Wool, Organic Cotton & 2" of Latex - 8 Inch Firm SKU: COMRESTEKR’

"Bought the 2 inch natural wool topper…"

Bought the 2 inch natural wool topper and cannot use at all for intended purpose. I do not find it plush, soft or lofty. It actually made the mattress more firm, lumpy and uncomfortable. Also, customer service is very poor in my opinion, comfort exchange not helpful when living out of town, company doesn’t seem to care about you after the sale, which you should consider final. My one star review posted to their website disappeared after posting. Trust these reviews and buy elsewhere.