"Poor Return Policy"

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"

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…"

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…"

Cancelled order over delays and did not receive my money back

""Comfort Guarantee" is a TOTAL SCAM"

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.

"very bad smell"

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.

"Cheap and very poor quality"

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.

"The Futon Shop misleads you."

The Futon Shop is as deceptive as the law allows. In direct response to a pre-order question about a loveseat futon frame, my question and answer were posted to the product Q&A suggesting a less labor-intensive assembly process than the product actually required. Immediately after placing my order I received an email saying that the items were left in my shopping cart instead of purchased, even though I had received purchase confirmation emails both from them and from Pay-Pal. This could mislead some people into duplicating a high-ticket purchase. Two days after placing my order, while I was still waiting for it to be put together and shipped out to me, my customer login at their site turned into an unidentified error page from their customer account software. Reports of this problem to their online chat, to a contact form and even an email to the technical contact listed for their domain name in a whois search made all made no difference I haven't been able to look at my account since. Later, I got an email asking me to rate and review their website and mentioned this problem. I got a Futon Shop response falsely claiming it was a one-time glitch and asking for an error code not given in a way different from the site problem. One can only presume this demonstrates a lack of interest in fixing their website problem and misleading those who read the review. Finally, I gave a critical review on their site for the futon frame I bought and a positive review of the futon mattress, and only the positive one was published to the product pages on their site.

"SCAM!! DO NOT DO BUSINESS HERE!!!"

SCAM!!! DO NOT GIVE THESE CRIMINALS YOUR MONEY!!!
Found a dog bed we liked on their site.... a SMALL dog bed. The price was something like $64. When we got to the checkout process, website said it was $60, that’s right, $60 for shipping!!! I live less than 300 miles away, got a rate quote from fedex, shipping on that size and weight to my home is $16!!! I wasn’t about to pay such an inflated charge, so I googled coupon codes for this store. I found one for free shipping, that was placed online only days before, and entered it on the site, which responded that it was an invalid code. I immediately emailed customer service, and got a reply the next day from Miguel staying they weren’t going to honor the coupon. I told them this was unfair, and that the coupon had their company logo on it, and therefore they have to honor it. I was basically told to go kick rocks, and that they didn’t need my business. If you like throwing your money away, rather than giving it to these unscrupulous characters, please just send it to me. $60 to ship a small dog bed such a short distance? Maybe I’m in the wrong line of work. If you want to be treated like a piece of dirt, by all means, order from these criminals

"If I had know how bad their customer service was I would have shopped somewhere else."

2 Mails to customer service - they never responded. Seven days trying to connect with chat - Not available. When I did get through - left on hold for an hour. Finally got (and I'm not making this up) "futonjedimaster" Burt Bun, who tried to convince me that it was my problem and up-sell me on more products (later denying he did so - email is trackable Burt). "We do have cocopads (had to remove the link to post this review) that are very dense pads that can go over the slats and would alleviate that problem if that is what you believe to be causing your discomfort. Memory foam may be the issue. Some people bodies don't respond well to it, especially in the raw form (meaning no wool or cotton wrap) A wool topper may do the trick or even a piece of latex for the top instead of memory foam." Is indeed an attempt to have me spend 4-5 hundred dollars so solve the problem. Saying "I am not trying to upsell you on anything. Period." does not change that. The rest of the email Burt sent, went on in an attempt to brow beat me. I'm guessing that Burt thinks he has "Jedi Mind Tricks", hard to say. In the end, (after emailing them the day after arrival) the customer service has stalled me out of the 30 day warranty and now doesn't respond to my emails. So I'm stuck with a $800 dollar purchase (with delivery) and a mattress that I cannot use taking up space in my small dwelling. Needless to say, buyer beware.