The Futon Shop

Initial Business Response / [redacted] (1000, 10, 2014/11/05) */ Please see attached Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received assembly instructions for the Townsend FutonThe Futon Shop's website still states at the bottom of the product information

Initial Business Response / [redacted] (1000, 5, 2014/04/22) */ Dear [redacted] I am so sorry you got no answers to satisfy you from our San Mateo storeThe back care plus is made by layering the ingredients cotton cotton wool foam cotton foam wool cotton cotton so actually there are pieces of inch convoluted foam inside your mattress IF you are unhappy with this or feel in some way you did not get what you expectedplease contact me [redacted] @thefutonshop.com or XXX-XXX-XXXX and make an appointment to bring in your mattressWe will be happy to take it apart for you to show you the ingredients then remake it at nor charge to you Thanks [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) My husband & I would like a refund but if a refund is not an option then we will accept their response of making a new futon with our presence at no charge Today (4/24/14) I tried emailing " [redacted] " but Windows could not find her address so we called her XXX-XXX-XXXX, she's not inWe asked the man who answered what is her email address and was given the same addressWe left a message to call us back I'm hesitant on accepting her response for fear that this will be another run-aroundWe will be shipping our futon to California, driving it to the warehouse and hopefully they'll keep they're app't (once made) with no delays *My husband and I will be out of country till JuneWe are leaving this Sunday, April 27thPlease let us know how to proceed to resolve this matter Final Business Response / [redacted] (4000, 9, 2014/05/02) */ your mattress has been made rightThere are pieces of foam in sideYou can watch it with your own eyes if you bring it inI am here from 10am to pm everyday and NEVER give anyone the run aroundIf you want it remade come in with the mattress by appointmenthere is my cell if you can seem to reach me in the officeXXX-XXX-XXXXIf you are out of the country until July please contact us when you return Final Consumer Response / [redacted] (4200, 11, 2014/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this proposal because her response shows there is a communication problemAs I stated before there is only one foam in the middle, thats it! The picture that I sent you shows this also For [redacted] to say that the mattress was made right with pieces of foam inside shows us we will have difficulties resolving this problem We have no confidence in this resolution We want a refund Business Response / [redacted] (4000, 21, 2014/06/19) */ [redacted] We have a friend on Honolulu would like to go out and inspect the mattress as the other piece of foam is where the arm picture is hidden behind the cottonPlease allow us to inspect the mattress if it has only one foam will will replace or refund the customerIT is highly unlikely that the other piece of foam is not inside the mattress, so we would like to inspect it and take our own picture if that would be ok [redacted]

I purchaed a sleeper futon for $in 03/from this companyIt has been the worst online shopping experience of my life
The sign of problems to come was the shipping policies and chargesThere is an unadvertised additional "inside delivery fee." I am uncertain of how I would be able to get seventy pound freight boxes into my apartment by-myself and withouth pallet jacks Why is this an additional fee that you have to specify?
The real problems started in 05/15, not even months after owning this sleeper futonThe leg hinge bent and the leg collapsedThe futon is now unable to be used as a sleeperI started contacting the Futon Shop and the manufacturer to get a replacemnt partThis is still an ongoing process and it's almost 8/I don't have a bed to sleep on and this company doesn't seem to careThey are unresposive and unreliable
I paid them another $to ship a replacement partWhy should I have to pay more shipping for an item that is being replaced due to a defective product? I paid for this part on 7/and there has been no information or communication of a tracking numberIt is 7/and I have been with out a bed, and paid additional money for a replacement and this company doesn't care and hasn't even shipped the replacement I paid for
I would advise anyone to save yourself the stress, trouble, and hassleShop at a more reliable company who has a good warranty and reliable products

Initial Business Response /* (1000, 10, 2015/01/13) */
WE HAVE SETTLED THIS MATTER WITH THE CUSTOMER
THANK YOU
*** ***

Initial Business Response /* (1000, 10, 2014/11/05) */
Please see attached
Initial Consumer Rebuttal /* (3000, 12, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received assembly instructions for the Townsend Futon. The...

Futon Shop's website still states at the bottom of the product information page: "Unfortunately, no assembly instructions for the Townsend are available at this time. We will be uploading instructions as soon as they are made available to us." This information can be found at the following link:
http://www.thefutonshop.com/Townsend-Wood-Loveseat-Futon-Frame-Solid-Oak/p/585/5...⇄

Initial Business Response /* (1000, 5, 2014/04/22) */
Dear [redacted].
I am so sorry you got no answers to satisfy you from our San Mateo store. The back care plus is made by layering the ingredients
cotton
cotton
wool
foam
cotton
foam
wool
cotton
cotton
so actually there are 2 pieces...

of 2 inch convoluted foam inside your mattress.
IF you are unhappy with this or feel in some way you did not get what you expected. please contact me
[redacted]@thefutonshop.com or XXX-XXX-XXXX and make an appointment to bring in your mattress. We will be happy to take it apart for you to show you the ingredients then remake it at nor charge to you.
Thanks
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My husband & I would like a refund but if a refund is not an option then we will accept their response of making a new futon with our presence at no charge.
Today (4/24/14) I tried emailing "[redacted]" but Windows could not find her address so we called her XXX-XXX-XXXX, she's not in. We asked the man who answered what is her email address and was given the same address. We left a message to call us back.
I'm hesitant on accepting her response for fear that this will be another run-around. We will be shipping our futon to California, driving it to the warehouse and hopefully they'll keep they're app't (once made) with no delays.
*My husband and I will be out of country till June. We are leaving this Sunday, April 27th. Please let us know how to proceed to resolve this matter.
Final Business Response /* (4000, 9, 2014/05/02) */
your mattress has been made right. There are 2 pieces of foam in side. You can watch it with your own eyes if you bring it in. I am here from 10am to 5 pm everyday and NEVER give anyone the run around. If you want it remade come in with the mattress by appointment. here is my cell if you can seem to reach me in the office. XXX-XXX-XXXX. If you are out of the country until July please contact us when you return
Final Consumer Response /* (4200, 11, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this proposal because her response shows there is a communication problem. As I stated before there is only one foam in the middle, thats it! The picture that I sent you shows this also.
For [redacted] to say that the mattress was made right with 2 pieces of foam inside shows us we will have difficulties resolving this problem.
We have no confidence in this resolution.
We want a refund.
Business Response /* (4000, 21, 2014/06/19) */
[redacted]
We have a friend on Honolulu would like to go out and inspect the mattress as the other piece of foam is where the arm picture is hidden behind the cotton. Please allow us to inspect the mattress if it has only one foam will will replace or refund the customer. IT is highly unlikely that the other piece of foam is not inside the mattress, so we would like to inspect it and take our own picture if that would be ok.
[redacted]

Invoice#[redacted]
I recently bought two Medium Firm Lotus Double futons off the Futon Shop's website and had them picked up from the La Jolla showroom. I have some complaints:
1.The futons I received have some paisley graphics on them; however, the futons images on the website from which I ordered were plain white and had no prints designs on them whatsoever. I wanted only plain white futons to use as is.
2.The futons are extremely soft and nothing like other medium firm futons I've had throughout my life. They are absolutely useless, like sinking into a deflating waterbed.
3. The futons reek of some kind of toxic pesticide of some sort and are making me feel ill.
4. When my fiancé picked up the futons, the store manager in La Jolla basically told us these were useless futons and tried to suggest paying more for a "better" futon.
I wanted to return these futons that aren't like the ones represented on the website and have my money returned. However, after having to finally contact the general manager of the Futon Shop(M.M.) to get some kind of customer service, I was extremely disappointed to find out he didn't care whatsoever about his customer complaints. He told me that I ordered what I got and wouldn't return my money, which is completely false, and I have proof to back up my statement
When I asked the general manager why would you try to give me something other than what was advertised on futon shop website and what I ordered? (Not only are these not the futons I ordered, they stink like toxic pesticides, which are making me feel ill. Also, they are not being used, they are just stinking up my house) he made no reply.
In this day and age when customer service and internet reviews are so important, why he would choose to have such bad customer service and run the risk of hurting his business, I have no idea? I've had nothing but incompetent customer service from everyone I've spoken with at the futon shop and have no shortage of things to write about. When all I want is my money back because I didn't get what I ordered, which is no fault of mine, I think it would be the smart thing to do on his part.
I'm very disappointed in The Futon Shop's business ethics, which feels more like a scam business, and complete lack of customer service.