"Impossible to get in touch with when…"

Impossible to get in touch with when there is a problem, shady business practices at best. Here is the contact information for the woman I was told is the owner of the company:
Suzanne Diamond
(415) 920-6806
Suzylucy at gmail.com

"Received wrong items, shop M.I.A, unethical sales practices"

Paid a lot of money, got none of the items I ordered (they substituted items without my knowledge or consent, and also sent wrong size futon)...now the shop is ghosting me. The Futon Shop seems to be doing its utmost to NOT take care of the issue. No customer service phone line, they force people to email. Yet...despite multiple emails from me with my # and requests for assistance, no one has called to resolve the matter. The REALLY unethical part is that they only disclosed to me that they don't "do" refunds ....until AFTER they took my money!!! ..only store credit (which, as I am an out-of-state customer, is useless). I also feel this policy should NOT applicable in a situation where the company is the guilty party, i.e. *they* screwed up every item in my order.
Thus far, a REALLY bad experience.

"DO NOT BUY ANYTHING FROM THIS STORE"

DO NOT BUY ANYTHING FROM THIS STORE. I purchased a cover from them that was far away from the color and texture advertised. They do not issue refunds and are exceedingly rude when asked. $150 wasted on false advertising. It's incredibly unsurprising they do not allow google reviews.

"Believe the hype"

I just wish I would have read the reviews here before wasting $1300 on a sofa bed with this company.

I purchased a sofa bed in October, and I was told there was only a 1 year warranty. This was obviously a red flag, but I was assured by an earnest-looking, long-time employee that he "had not seen one fail in his twenty years there". I was willing to take his word for it, because the one review on the website was positive.
Well fast-forward four months, and the hinge that raises and lowers the back supporting portion of the sofa bed broke away from the furniture. I immediately reached out for warranty repair.
Warranty request denied! Four months, used for seating, and laid flat a total of 7-9 times. Four months. $1300.

Take a hint from the atrociously short warranty. They know they are selling junk. Look elsewhere.

"If I could rate it lower I would"

If I could rate it lower I would. The futon cover I bought is good quality and nice looking but too big. The instructions say email for return information/confirmation # for the return. I emailed 3 times and got automated messages that my request was being processed and then nothing, so apparently I'm stuck with a futon cover that doesn't fit. Don't buy from this place on line.

"Consider ALL sales FINAL, even when they don't deliver"

The product was not delivered on time (2+ weeks late), was not as described (not warranted to accommodate one person of the weight I specifically asked for help selecting it for), and defective, as admitted by the manufacturer. They will not allow a full refund under any or all of those circumstances but only offer help with warranty service if applicable or a partial refund, if initiated within 3 business days (better get it in writing) ***in the form of store credit minus a 20% restocking fee***, which they did not inform me of when I placed my order by phone and it was not easily noted on the invoice I received at the time, either. They lied in their response to the BBB saying they extended the return window from 3 days to 2 months for me when it hadn't even been close to 2 months since I received the items and they knew the slight delay in my return was due to coordinating with their extremely limited business hours and needing help to get it there in 2 vehicles. They eventually allowed a full refund after more than 50 emails of correspondence regarding the issue, several calls, and a BBB.org complaint. AVOID

"Awful experience"

Awful experience. I live in MN and had a mattress and mattress cover shipped to me. The mattress is the most uncomfortable thing I've ever slept on in my life, and there's no way in heck I'd be able to ship it back to them because of the weight of it, and I have no way to vacuum pack it up to get it to the shipping facility, and besides- I paid $150 to get it shipped here in the first place. Yikes. Additionally, the organic waterproof cotton cover they sent me is too small for the mattress. The cover itself was $150! I've contacted customer service several times and gotten no response. Very disappointed. I would stay away from this company if I were you. I'm out over $900. Bummer.

"Awful experience, don’t buy anything please"

Awful experience, took over two months to ship my bed when it says two weeks when purchasing. I also was not able to cancel my order because nothing is refundable. I felt like I was scammed, and should’ve just went with Casper, Purple Mattress, or other brands that’ll cost less/ the same but have better quality and services.
- When the mattress and pillows arrived, it smelt atrocious, making my bedroom smell like an animal farm for an entire month.
- My king bed was sturdy in the middle, but as soon as you’re near the edge you start to slide off due to no side support.
- I’ve had my bed for 10 months now, and it has shrunk to the point where I can see my bed frame, as if it’s becoming a queen lol.
- My mattress is also already dipping. I’m only 110lb, so this bed will dip for anyone, especially people with larger frames and weight.
- Beginning around 6 months of having my mattress, my partner and I would occasionally get stabbed by long sharp clear pine looking things, that would pop out of the mattress through our sheets and mattress cover. I do not recommend this company for anyone, especially children.
- The buckwheat pillows are the most uncomfortable pillows I’ve ever purchased. I’ve had buckwheat pillows in the past and this is nothing like it. The pillows I received are so firm, it feels like I’m sleeping on a rock. we now use the heavy hard pillows as a back cushion when I’m sitting on the floor.
- The customer service was unprofessional and just bad. After not receiving my order or any follow up from The Futon Shop, I looked up reviews and began to call. Every time I called, it was the same guy and he’d tell me the same thing, that they’re backed up and working on it. This company gave me and my partner so much stress, it was not worth anything we received.

Everything I experienced makes me question whether their positive reviews are all fake and how they’re still in business. Are they actually organic because they don’t seem to care about anything other than making money.

I’m pretty young and found out about this company through a famous L.A/ N.Y fashion “influencer” but after this, no longer taking advice from online influencers lol.

If you’re reading the reviews after purchasing and freaking out like I did, itll be ok, just be persistent.

"No problems for me"

I ordered a custom size comfort plus mattress and needed it shipped out of state. The guy who I dealt with was great. They processed everything quickly and I just got the mattress in today (a week and a half later). And, wow, the quality of this thing is amazing. Sleep is a struggle for me, and I’m not going to be one of those people that all my life problems were fixed by a mattress. But it seems like it will work great for what it is. Good firm feel, but not too firm.

"The worst sleep of my life"

Ive never slept this badly before! I was recommended The Eco Pure Rest 4 inch latex & wool mattress by my sales rep over the phone when I told him I like softer beds but should probably move slightly towards medium since that can be better for back health longterm. I was very excited to try out my new mattress and for about a week now Ive been trying to give it a shot and my body is painfully sore! My back and arms hurt. I wake up every few hours and in a bad mood. I don't even enjoy lounging on it throughout the day. It literally feels like a sack filled with sand. its so hard and doesn't have much give. This mattress needs to be listed as FIRM. There is nothing soft about it. The return policy is horrible if you live out of California... The cost to ship it back, than ship a new one plus who knows what other fees there might be is not worth it! I should have explored other brands a little more before making my purchase but I was pretty sold on this company being eco friendly. Im going to see if a mattress topper from another company will help mask the firmness/feel but it seems I totally just took a loss with this purchase.