Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a tatami bed frame with headboard from The Futon Shop on 6/3/24. When it arrived the headboard was damaged and they sent a replacement headboard. The joinery on the replacement headboard was not done correctly. The parts would not mate. I asked for a refund on the second headboard and also asked for a replacement rail for the part that didn't fit and resulted in cracked mortise and tenon joint. After 3 phone calls and an email with pictures of the flawed parts I was told they would review the problem and get back to me. They never did. I ended up doing extensive repair myself on one part to get it to fit and gave up on the headboard. The bed is usable but not worth the $1500 I was charged. I would like a refund of $167.96 for the faulty headboard and a replacement for the faulty side rail.

  Business response

  12/20/2024

  We have issued a refund to this customer for the defective headboard and we will be shipping a replacement side rail per the customer's request when available.

  Customer response

  12/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **************** was purchased march 12 2024 for $862 via telephone with Moe ************************ Mattress arrived March 20. Mattress was unpacked within 48hrs of reciept as instructed and left on bed frame in my rv in *****. I flew back to ****** March 27, and returned to Tx in May to pick up the vehicle to drive it back to ******. I then ordered a cover for the mattress - at first i thought the cover was large, but on advice from the cover manufacturer i measured the mattress itself to find that it was several inches short of the 75" advertised. I contacted the futon shop and spoke to **** who said because it was a manufacturer defect it would be replaced and no need to return the original. All they needed was photographs of proof. I had to leave the *** for a small period of time due to a parental death in the **. When i returned i sent the photos of the product that was still unused and was told 'too late' 'and we dont replace after 9 months '. Despite being barely 8 weeks when the manufacturer was made aware of the defect, and their warranty being 7 years they have been constantly passing me around for 6 months coming up with various excuses to not honor the warranty. I have spoken in depth to California consumer protection, The *********************** in **********, and my local county court house who have all advised that not only is the futon shop in breach of their warranty, but are also in breach of a federal manufacturing defect. On November 6th i was contacted and told they WOULD replace the mattress. I have it both in writing and on a recorded call. We discussed a delivery date so that i both be present to recieve could donate the original to charity. The shipment date of the replacement had come and gone - i called them and was hung up on twice. They wrote in writing that their CEO/owner ******* Diamond personally canceled my replacement and they would be having no further discussion with me. They have chosen to break a warranty and a law.

  Business response

  11/23/2024

  Hello *****,

  As per our policy the warranty does not cover damages resulting from neglect or improper care.

  Based on the emails you have sent us you mentioned that this mattress was left in a vehicle for several weeks , that will result in humidity and compression.

   

  Thank you,

  CSM

  Customer response

  11/26/2024

   
  Complaint: 22584068
  
  I am rejecting this response because:  The Futon Shop (and ***, who i assume is the *** who replied with this rather pame response which is nothing more than timee wasting) are aware and have been aware for 6 months that the mattress was left unpacked and properly cared for on a bed frame in an RV and not inside the box in the vehicle. I also have in writing from them months ago that they are sorry they had this misunderstanding.  There are photos with meta data proving this and still they make up lies and excuses to get out of fulfilling a manufacturer warranty.  Its beyond a joke that  a  *** based company can think they can get away with making a product incorrectly to the wrong size then wiggle their way out of it with made up stories.

   

  Even though the mattress was unpacked inside my air bnb on march 21 and laid on an existing futon (the day after delivery) we didnt take it into the rv renovation until march 26. Earliest photo shows march 30 (as attached) on bedframe in rv so they may want to retract their previous nonsense statement,  having already had this knowledge since june.

  
  Sincerely,
  
  ***** *********

  Business response

  11/26/2024

  Hello *****,

   

  Per our policy we cannot accept a return or exchange after 30 days of delivery 

  As well as our 7 manufacture warranty does not cover damaged resulting from neglect and/or improper care , you have stated that this futon mattress was left for several months in a vehicle.

  Thank you,

  CSM

  Customer response

  11/29/2024

   
  Complaint: 22584068
  
  I am rejecting this response because:  The mattress was NOT left in a vehicle for several months

    the futon was bought for an RV.  The mattress has never been subject to neglect or improper care and the fact that that's the hill you're willing to die on *** is hilarious. You even have the photograph with meta data to prove it so the fact that you are not only trying to gaslight me, but youve also managed to convince yourself of not beliving your own eyes and  ears is rather unprofessional.

  if you cast your mind back to March 12 you will find that you called me and the sale was conducted over the telephone.  During that conversation i had asked for advice on which, out of two mattresses, i was to purshase.  I said the futon was to be on a folding frame in an RV and the frame would be a day bed style * i was recommended to purchase the one without the springs because this one would be easier to fold when using as a sofa and not a bed.  This is called an IMPLIED WARRANTY.  

  So currently, you are breaking  * A * the implied warranty, the *** manufacturers warranty, your own stores manufacturer defect warranty AND two written promises to replace the mattress.

  Even you yourself suggested that i make a BBB complaint Moe * im not sure why because the only thing it is doing is making The futon store appear rather foolish.

  Futon mattresses are entirely perfectly fine to use in RVS.  They do not magically shrink in one direction only.

  You will find your 30 day policy applies to "damage during transit" and a "comfort guarantee'.  And as much as you want to believe that a manufacturers warranty does NOT cover a MANUFACTURER defect under the *** for 12 months, you are infact wrong.

  The mattress was promised in writing to be replaced both July 1 and Nov 6 also means youre making up excuses:

   

  So far the conflicting stories ive had are"

  Well we cant replace after 9 months (even though it was 3 and people at the futon store cant count * likely why it was made to the correct size in the first place)

  We cant repalce after 3 months

  We cant do anything after 30 days

  You left it in the box improperly stored (despite it being unpacked 48hrs after delivery as advised by you *** to do within 72hrs of reciept)

  You left it "improperly stored in a vehicle"  which we both know isnt true as you have photo proof and youre clutching at straws by making up stories

  Well, we can replace it if you pay for shipping

  We "tried" to help you but our CEO ******* Diamond prevented us from shipping the new one we had made for you

   

  the nonsense from the futon shop is never ending.  I actually cant believe a company is willing to go so far to avoid replacing a product that they themselves manufactured incorrectly.  

  I gave the futon shop a written date to replace the mattress by before submitting prepared papers to court anf that date is closing in, so i suggest they stop making excuses soon.  

  This has been dragged out and passed around by uncaring and imcompetent staff, who dont even understand their own policies, or federal laws, for almost 8 months now and im done with it.  It clearly needs to be taken to the next step because companies cannot be allowed to get away with breaking laws and breaching warranties

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a sofa for $5590.62 from The Futon Shop online 5/29/2024 after speaking with a salesperson on the phone days before. I have mast cell cancer and am extremely reactive to toxins, particularly airborne toxins such as chemical perfumes. I specifically asked the salesperson about this and they assured me that they use only the natural materials listed on their website and do not treat the materials using anything perfumed. The sofa was delivered to our garage on 8/12. As soon as we started unpacking it, we were hit with a strong chemical perfume and I had a severe asthma attack. I contacted the company the same day. ***** responded by email 8/13, denying there could be any perfumes. After another email exchange, she arranged to come and visit us the next day, 8/14. During her visit, she inspected the sofa and agreed that it was scented and not what she had expected. She said that although they had a no return policy, because of the obvious issue, she would try to get us a refund or else full store credit and ensure that the next product would not be perfumed. Her manager, ******* Diamond, then became involved and refused to refund us. She offered to identify the source of the perfume and have another sofa made. The company picked up the sofa on 8/27 (their truck which was already in ******* to make a delivery and on its way back to **). They sent some materials, none perfumed like the sofa. ******* concluded she was not able to identify the source of the perfume and gave us two options: We could either get the same sofa back or she would do a partial refund -20% restocking fee + shipping from **, even though they have a store near us in *******, about $3k. I emailed explaining the situation again and asking for a full refund as it is not our fault the sofa was perfumed. On 10/15 she called to say she would partially refund for $4k. The product was not as promised, she refuses to refund us, and she has been difficult and stressful to deal with. Please help.

  Business response

  10/17/2024

  From the beginning we explained to the customer our policy that she agreed to when she purchased. We strive to assist our customers to the best of our abilities, especially when it comes to individuals who suffer from physical sensitivities.
  This is our policy and this customer agreed to by signing the contract when she made her purchase online
  RETURN POLICY
  You may return any other item purchased within thirty (30) days of delivery receipt. as long as it is in the original box and packaging. All returned or canceled items are subject to a 20% restocking fee, with remaining balance issued as in-store credit, valid for six (6) months. The customer is responsible for all shipping costs. All merchandise exchanged or returned must be boxed/wrapped/packaged in its original condition or it will not be accepted. Actual shipping charges on any item or package are non-refundable.
  Please email ************************************************************************** and include your original order number, what product(s) you want to return, reason for return, and your name and best contact number. Once received we will contact you with instructions for the return.
  All returned products must be in their original condition and packaging, no exceptions. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back. If you have any questions about whether a product can be returned, inquire here **************************************************************************. When returning your product using your preferred shipping method to *************************************************************************************. *****, email us your tracking number and shipper to: **************************************************************************.
  It is important that you save the tracking number and that you ensure the return package in case there are any issues during transit. The freight must be prepaid by you; we do not accept COD returns.
  Organic Sofa Policy and Warranty
  Thank you for considering The Futon Shop Sofas, made from organic and natural materials for your home and family.
  If you are concerned about a potential allergic reaction or sensitivity, we'd be happy to send you the ingredients so that you can check prior to placing an order. Upholstery cannot be returned due to an allergic reaction.
  Before you place your order:
  MEASURE: It is important to double-check the product dimensions and ensure that the piece will fit into your home. Be sure to measure twice and order once to avoid any inconvenience. Also, consider the clearance of your entryways and doors to ensure that the product can be easily brought into your space. Taking these extra precautions will help prevent any potential issues and ensure that you are happy with your purchase.
  SWATCH: It is highly advisable to order swatches before finalizing your order. This is because the colors may appear differently on your monitor compared to how they look in person or under natural sunlight. Additionally, it is difficult to accurately assess the texture and feel of a fabric without physically touching it. We offer all of our fabrics for swatch ordering to ensure that our customers can make informed decisions about their purchases.
  
  
  The above are some of our terms that all customers agree to prior to placing their orders. After many conversations and emails with ******, she is well aware that we would be deducting the freight cost if she returned the sofa.  The sofa is perfectly fine, we have sold it to dozens of customers who have no allergy to the ingredients. We offered to air out her sofa and then send a cushion back to her for inspect. She refused. We issued her a full refund and mailed her the check less all transportation costs to and from her home. 
  We want to clarify that the sofa is made from 100% natural materials. Wool and cotton can emit a natural scent that typically dissipates over time. Unfortunately, as noted in our policy, we cannot issue refunds for issues related to odors or allergies. According to our policy, we apply a 20% restocking fee in addition to shipping costs for returns. We also offered to create a new sofa and address any concerns with the existing one, but we understand that she declined these options.
  In light of her health situation, we waive the 20% restocking fee and processed a refund, excluding the shipping costs. We sincerely regret that this experience did not meet her expectations.
  
  We would also like to remind her that our store is located just ***************************************************************************** person before making a purchase, especially considering her sensitivity
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a queen-sized cotton mattress protector from The Futon Shop (order **********). I examined it upon arrival and it appeared fit, so washed and dried it according to the sellers instructions.When I attempted to put it on my mattress, I discovered it had shrunk to the point of being several inches short. I contacted The Futon Shop with full documentation of the experience and never received a reply; I then initiated a claim on ******* The Futon Shop, now bothered to reply, insisted that I had purchased the incorrect size. They demanded photos showing the measurements of my mattress, which I provided. Unable to continue that fallacious line, the company pivoted to claiming I had washed the item incorrectly, stating: ??When the proper washing instructions are followed, the item will not shrink noticeably. Cotton will begin to shrink around 60 degrees. At cold water temperatures, the fabric will not shrink. ??This even though their own product description (*************************************************************************************************************) states that: We sew your barrier mattress cover a little big so it accommodates natural cotton shrinkage when washed.After weeks, ****** announced it considers washing a form of "alteration" so the case was dismissed out of hand. How I could know the item would significantly shrink during washing, prior to washing it, is not a question ****** can answer, but I digress. When I spoke to a ****** supervisor, she advised me to take the matter up with my bank. When I attempted this, I learned it was now outside my bank's allowable limit to act. A bank representative recommended that I initiate a claim here. Meanwhile, I submitted a review of this mattress protector on The Futon Shop website. I received a link to verify it with my email account, yet it has never been published. Clearly The Futon Shop is filtering feedback so only four- and five-star reviews are visible to potential customers.

  Business response

  08/08/2024

  As stated in the response to ******* the fabric will not appreciably shrink when the washing instructions are followed. The amount of shrinkage shown by the customer is clearly due to not following the instructions, thereby causing damage to the product.  This is not covered by the product warranty as it is not a defect. 

  Customer response

  08/11/2024

   
  Complaint: 22109446
  
  I am rejecting this response because: I did follow the provided washing/drying instructions. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They delivered exceedingly moldy smelling Tatami mats. Even without opening the boxes it reeked of mold, and a weird mold Id never smelled before. Once I told their store people about it, I was told that I would be contacted the next day by the store people. They did not follow up. The day after that, finally someone responded to me. The head of the store called and acknowledged that in the past they'd had mold on tatami and that the mold spores weren't necessarily visible.(Because mold isn't always visible. I'd had to leave a previous home, when they found toxic black mold there behind the wall. I had smelled it; no one could see it. But the mold from the tatami mat smelled worse.)
  
  The night that the moldy tatami were delivered, I got viciously ill in reaction (and nonstop asthma attacks and more)
  
  Then store owner did not arrange for the pick up; she told me over email I hadn't "proved the mold". (Despite the smell and becoming increasingly more and more ill).
  
  Later that night I opened the futon that had supposedly been made as per my order (I had asked for it to be a little thinner than the regular ones). I measured the foam core. I found that it actually was missing more than 1/3 of the foam that should be there as per the order. (This is the foam in between the outside stuffing. ). 
  
  I have no confidence that there aren't invisible mold spores in the futon, as well. And In their factory. (Or that they even used the right foam)
  
  Things in my apartment, clothes etc all began to smell like that mold on the futon. I finally had to move to a hotel until they would get the tatami mats. They're refusing to acknowledge that they made a mistaken with the futon at all 
  
  I finally had to pay for a professional mold removal company to come and do a cleaning ~$3500. But even after, the smell and mold dust that had spread never fully went away. I kept buying things, they would begin to smell like the mold and Id have to throw them away. I had to throw away all of furniture. Any of my belongings,especially that had been in the open purchase a $600 plus vacuum cleaner. And my allergies kept getting worse and worse. 
  
  To the point where later that year, being inside the apartment with the still mold spores and medical treatment caused my allergies to explode
  
  I became allergic to all my clothes, foods (to the point where tap water would set me off), my bed, etc. 
  
  Even into 2022. It finally calmed down a bit when I went abroad and was not in the apartment with the mold. So I decided I couldnt go back to that apartment with any lingering mold dust. 
  My mom attempted to get even a partial refund. But they wouldnt at all. I think they were rightfully worried about lawsuits. 
  
  I would like the money back
  
  I made a Yelp account just so I could let everyone know how terrible this was
  

  Business response

  07/15/2024

  To whom it may concern,

  
  Regarding Mrs. ******* purchase order ************ from our ************* location on 11/24/2020, we appreciate the opportunity to address her concerns.
  Mrs. ***** purchased a custom mattress featuring foam and organic cotton, totaling 4 inches in thickness. She expressed dissatisfaction, claiming it appeared closer to 6 inches thick and was lumpy. We advised her that the mattress would compress over time and recommended regular flipping and rotating to aid in even settling.
  Additionally, Mrs. ***** raised concerns about the tatami mats she received, suggesting they had a mold-like odor. Despite our request for photographic evidence, she did not provide any, stating the mold smell was perceptible but not visible. We informed her that new tatami mats typically have a straw-like odor that diminishes with proper ventilation. We offered to exchange the mats, although we explained that the natural odor associated with such mats would persist.
  We regret any dissatisfaction Mrs. ***** experienced with our products. However, we can confirm that upon inspection, the mats she received did not exhibit any signs of mold.
  Please feel free to contact us directly if further clarification or assistance is needed.
  

  Sincerely, Edith 
  The Futon Shop  

  
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Being a woman that lives with disabilities on February 21, 2024, was expecting to have a completely different experience then being a victim of this companies deceptive and fraudulent business practices. I was hopeful that the Vegan Cocosupport futon mattress documented on the attached printout date and page stamped 3/19/2024 would give my body relief, contracting with them solely on the data that was provided on their website. But instead has given including but not limited to pain and suffering. The company was notified prior to finally receiving the order March 12, 2024 that they were in violation of the agreement considering it was supposed to be sent out within 5 to 7 business days prior to the day of delivery. And on March 12, ************************************************************************* the pictures not one of the components measure to the dimensions agreed upon. In fact in response they state in writing that Pure Dunlop Latex doesn't come in 4 inches although they are advertising that the vegan cocosupport includes 4 inches of pure dunlop latex (singular not plural) when it was brought to their attention that there were two layers of which measure less than 4 inches, the coco latex core measures less than the 2 inches expected and the total height is severely under the 8 inches that was agreed on. These differences are huge. ***** the supervisor advised to donate the mattress to get my money back but then the "owner" stated that i, a disabled woman need to repackage the mattress that was sent compressed by machine in it's original packaging knowing that this is not a task anyone can do without special equipment in order to get my money back. They violated the contract making it null and void fraudulent misrepresentation they are unable to provide the contracted product because the component they advertised doesn't exist and they didn't even send a total of 8inches. If it was a honest defect they would have sent out a replacement but they didn't.

  Business response

  05/14/2024

  This customer purchased a cocosupport mattress which features 4 inches of Dunlop latex.  This is what was received. She was unhappy with the product as the mattress was compressed and slightly thinner than the 8". This is not unusual as the natural fibers to compress during the packaging process but will decompress.  We offered to send her a topper at no charge for the inconvenience. She refused. We offered her a refund once she provided proof that the item had been either donated or returned. We sent a return label and requested her to advise when we can pick up the item.  To date, we have not received the item back, nor have we received proof of donation. The customer claimed that a member of our customer service instructed her to discard the item.  This is not normal policy, but if written proof can be provided by this customer to support this claim, we will provide a full refund.  We do not have any written correspondence on file supporting this customer's claim.

  Customer response

  05/21/2024

   
  Complaint: 21660321
  
  I am rejecting this response because: It has been ******* clear the problem with their fraudulent, misleading, deceptive business practices. There is a significant difference in the ENTIRE product, a full refund and or replacement was the option they refused to do, which was before them providing evidence of their intentional fraudulent, misleading, deceptive practices. As you can see in the email thread provided for the third time "*****" clearly states to donate the futon. I am a woman living with disabilities fortunately my intelligence is very much enabled, and obviously i am sure an abled body individual would have trouble repackaging in its original packaging (when it was compressed as they just stated) a vegan cocosupport defective futon mattress measuring the provided measurements of what they sent. Their deception, fraud is continuing to cause me pain and suffering.

  I am in the process of a family member dying from cancer and this is absolutely absurd. They should have given me my money back or sent a proper product but they did neither proving their company to continue to practice fraud and breach of contract. 
  

  
  Sincerely,
  
  C O

  Business response

  05/21/2024

  The attachment provided by ******************** does not include any statement from ***** regarding donating the mattress. We have made multiple attempts to resolve this issue with ********************. We did agree to issue her a full refund upon return of the item. Attached is the email correspondence between ***** and ******************** in March, 2024 clearly offering to send her a mattress topper.  This was refused.  We then offered to pick the item up and upon the return of the item, we would issue the refund.  To date, we have not received the item.  

  As stated previously, if ******************** can provide written proof that Edit offered to provide a full refund upon donation of the item without proof of donation by means of a receipt, we will most certainly honor this. But proof of this offer has not been provided.

  Customer response

  05/22/2024

   
  Complaint: 21660321
  
  I am rejecting this response because: All the Futon Shop employee had to do is to read the first page of the emails, where ***** states Im okay offering a refund as will but we will need the mattress back OR YOU CAN DONATE IT but instead they chose to want to be criminals, disrespectful and use a name that is COPYRIGHTED without written authorization to do so, rather than respond using the name that is indicated for this claim.
  I guess I should be additionally grateful for their disrespect, considering the publicly recorded copyrighted name that does include but is not limited to the misspelling and misuse of it, has a fee schedule that includes being liable for $150,000 per occurrence (pushing this into Federal court now bravo). Do they completely despise their employer, the lack of integrity, ethics, and morals in their workmanship speaks volume to that? They should probably reach out and see if there is anyway it can be redacted. Furthermore, seeing that they have experienced being sued for BREACH of CONTRACT, FRAUD in the past and apparently in the future as well as copyright violation, should be more aware in avoiding such acts. Are they aware they are in violation of federal codes that are enforced by the ************************* including but not limited to the ****** Act?
  

  What was contracted/ordered?
  The advertised VEGANCOCOSUPPORT FUTON MATTREESS (Measuring 80 inches Length, 39 inches Width and 8 inches Height) (Components being 2 inches Coco Latex Core, 4 inch Pure Organic Dunlop Latex Core, Organic Cotton Fiber)
  

  What was received?
  VEGANCOCOSUPPORT FUTON MATTREESS (Measuring 83 inches Length, 42 inches Width and 6 inches Height) (Components being 1.5 inches Coco Latex Core, (2 pieces total measurement 3.5 inches Organic Dunlop Latex Core),Organic Cotton Fiber)
  

  Actual Measurements of the Vegan CocoSupport Futon Recieved  vs. Advertised Measurements Pursuant to the Printout dated 3/19/24 Difference
  Length 83"                                                                                              Length 80" Over 3"
  Width 42"                                                                                                Width 39" Over 3"
  Height 6"                                                                                                 Height 8" Under 2"

  They have FAILED to honor the contract that was ONLY acquired through their apparent INTENTIONAL misrepresentation, fraudulent business practices. All they had to do was behave like a reputable business acknowledge if it was a oversight in quality control, immediately expedite the proper item and/or refund the funds, their intentional refusal to do any of these things and insist someone take a 2 inch topper is their misfortune. They should probably research on what happens when a party is in BREACH OF CONTRACT, FRAUD, but this is not their first time so they should know. Their refusal is evidence of their intent to commit fraud against the public.It is unfortunate, for them, it seems this is their chosen path considering all the reviews online of previous victims.
  

  Rather than practice as a reputable company that would apologize for a defective product, immediately send out a replacement in an attempt to be in honor of the contract and/or refund the ill acquired funds, they consistently want people to take a 2 inch topper, that is not what we ordered and did not pay for. The fact is we ordered a VeganCocosupport Futon Mattress that did not come with a topper nor was it advertised to need a topper.
  They were in Breach of Contract before the end of March 2024. I am not sure how much more elementary I can be to explain this.And it appears they rather not correct these issues on their own which is unfortunate for them, leaving us the choice only to get other parties involved to enforce compliance with the rules that are set up to protect the community against fraud.
  
  Sincerely,
  
  C O

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase date: Apr 7, 2023 Cost: ****** paid by my partner ******************************* The Futon Shop committed to sending a 5 inch futon mattress. It was two inches tops. We can feel the wooden beams below and if I push my hand on the futon between beams below, its so thin that it sinks between beams. The company did not provide a refund when requested as they don't issue them. follow up was delayed till now for health reasons. In recent emails (past week), customer service said the the video I sent of the issue was not viewable, so I sent them photographs instead which is in this report. They then responded with "we don't offer refunds..." This amount of money is a lot for our family and we were given something that cannot function as it was described in their online store. They also asked me about the delay in following up with the refund which was initiated almost a year ago. I did not discuss with them the health issues that kept me from responding sooner as it is non of their business. Order number: **********

  Business response

  04/17/2024

  This item was purchased nearly 1 year ago. We offer a 30 day comfort guarantee and a limited warranty on seams and tacking. We were contacted by the customer and advised her to send pictures of the mattress. Several months passed without receiving any images or correspondence. We explained that the product she purchased will compress if not cared for properly.  *** care sheet is provided on our website. 

  Unfortunately we cannot offer a refund for a product that was purchased nearly a year ago.

  Customer response

  04/20/2024

   
  Complaint: 21521378
  
  I am rejecting this response because: I have evidence of video and pictures I sent to your (The Futon Shop's) team. After I sent them a video of the issue, The Futon Shop's team member responded by saying he couldn't see the video, so I sent him the same photos I sent to BBB, proving the mattress was unusable and clearly not as advertised as a 5 inch mattress. The mattress was handled correctly and no amount of compression could explain a 1-2 inch thickness ALL over the mattress, which was evident in the photos I sent to both BBB and their team. Being able to feel each individual beam beneath the mattress and sinking in between them along with photo evidence is a clear indication I was sold something that wasn't as advertised. If the customer support team had an issue with me responding months later, then why did he ask me to send another form pf visual proof after the video was unviewable? If the time lapse was enough of a problem, then the customer support person would have said that, rather than asking to see more proof. When they received that proof in the form of photos in March, they still did not say a refund was out of the question. In reviews online, I see other customers talk about how the customer support team will run out the clock by asking more questions to prolong the back and forth making it very difficult to get a resolution. Them selling me a defective product is a deceptive business practice and amounts to theft. I demand a refund. Me being physically unable to respond within days of original complaint on May 5th, 2023 due to reasons out of my control until now, doesn't explain why they entertained me following up months later and are now refusing to offer a refund after seeing the proof themselves. If screenshots of these emails are needed, I can provide that but won't be posting them in this response due to privacy.
  
  Sincerely,
  
  *******************

  Business response

  04/22/2024

  As seen from the attached correspondence, ************ notified us on May 5, 2023 that there was an issue with her mattress topper. On May 7th, 2023 we responded requesting images of the mattress and the mattress law label.  We did not receive any further correspondence until March 29, 2024, nearly 1 year later. 
  The Shikibuton Futon Mattress that was purchased consists of multiple layers of wool and cotton fiber.  It is designed to be used on a flat surface such as a coir pad or tatami mat. It is not designed to be used on a slatted surface, as stated on our website.Please see attached product image screen shot.
  The fiber will compress over time. This is why they are designed to be stacked on top of one another.
  We are unable to provide a refund to this customer for the reasons mentioned above. However, to help resolve the issue, I am willing to send a 3 topper to this customer. The customer will only need to pay for the shipping charges for this item.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of ********: May 13, 2023. Date Item Received: June 2023. We had several issues at the time of purchase of our bed and frame. The delivery truck was involved in a collision, we received our items with packaging clearly damaged, and several of the wrong items brought initially. We were told by the company that no damage was done to the mattress, tatami or frame despite visible damage. The rush grass tatami had a distinct smell when we bought it. We had never owned a bed with a tatami before and didnt know if it should smell any differently. In March of 2023 my wife noticed an odor coming from the bed one night so the next day we took the sheets off the bed to wash and rotate the mattress and look for any signs of the new odor. Upon lifting the mattress we noticed a distinct change in color to an area of the tatami and a discoloration of the mattress fabric touching the surface. There was a darker green hue about the rush grass and dusty substance on the surface, clear signs of bacterial growth. The bed has a 7 year warranty against material defect. My wife reached out to the store and notified them of their defective product and our disappointment having only had the bed 8 months. They advertise they use natural materials and no petrochemicals yet use polyethylene tarp on the backing of the tatami mats, which we believe is the defect and the cause of the mold, as plastic tarp would trap moisture in, not allowing airflow. The store attendant suggested we contact customer service to make a warranty claim. The customer service center of ********************** has refused to let us make a warranty claim against their defective product. Not only is the customer service quality extremely poor, their product is susceptible to mildew as evidenced in our case and many other cases listed online and with the BBB. I believe The Futon Shop have made fraudulent claims about their warranty and have refused to offer any resolution, remedy, or refund despite repeated attempts.

  Business response

  05/07/2024

  Please see attached response.

  Customer response

  05/07/2024

   
  Complaint: 21520403
  
  I am rejecting this response because: 

  This has been a very disappointing and frustrating experience with this company since the moment we arranged for delivery. I have contacted the company on several occasions asking for remedy, resolution or refund. The Futon Shop repeatedly refuses to honor their supposed 7 year warranty. I have seen on many Yelp reviews and BBB complaints that other customers are having the same issue as I am. I would be very grateful if you are able to assist me in getting a refund as I had to replace the bed due to the defect ruining the fabric and being a health hazard
  
  Sincerely,
  
  *********************

  Business response

  05/09/2024

  Dear ***/*****,
  
  I am writing to address a complaint filed by ************* against our company, the Futon Shop, dated March 22, 2024. ************* alleges that the Tatami frame and mattress she ordered from us on May 13, 2023, arrived with mold issues. 
  
  Upon ***************** initial contact with our customer service team regarding this matter, she provided images purportedly depicting significant mold growth on the frame and mattress. After reviewing the provided pictures, we regretfully informed ************* that we could not accommodate her request for assistance as the mold appeared to result from inadequate care rather than a manufacturing defect. We take pride in providing clear care instructions to our customers, which include regular flipping, rotation, and airing out of mattresses to prevent mold formation.
  
  We stand by the quality of our products and assure you that all items leaving our warehouse undergo rigorous quality checks to ensure customer satisfaction. ***************** claim that the mold originated from our warehouse is unfounded and baseless. We extend an open invitation for her to visit our facilities and witness firsthand the meticulous manufacturing processes we adhere to.
  
  Moreover, it is worth noting that if the mattress had indeed been contaminated with mold upon delivery, such a condition would have been immediately apparent rather than surfacing a year later. As we custom-make all our mattresses to order, we can confidently assert that ***************** allegations are without merit.
  
  While we regret any inconvenience ************* may have experienced, we cannot warrant products against issues stemming from improper care or unsubstantiated claims. Nonetheless, as a gesture of goodwill, we would be willing to offer her a discount on a new purchase from our store.
  
  Thank you for your attention to this matter. We trust that this clarification addresses any concerns raised by ***************** complaint.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to express my deep disappointment and inconvenience regarding my recent purchase Order - #********** of 3 mattresses, ordered on Black Friday and received after a month. Upon opening the boxes, my spouse and I immediately noticed a significant weight discrepancy among the mattresses, with one feeling considerably lighter than the others. Unfortunately, this lightest mattress, identified as the "Natural ************** Cotton Shiki Futon Mattress - Shikibuton - 5 Inch - Soft" (SKU: SHIKIQW5PC), failed to meet our expectations. Upon unrolling the mattress, it was evident that it did not possess the advertised 5-inch thickness. When measured, it only measured 3 inches, a substantial deviation from the product description. Moreover, pressing down on the mattress revealed a lack of proper filling material, making it uncomfortably similar to lying directly on the floor.In contrast, the second mattress of the same model had the expected 5-inch thickness and appropriate weight, reinforcing our belief that a quality control issue exists with the lighter mattress. We found a significant weight difference of at least 5 lbs between the two supposedly identical products.We have videos and images clearly depicting the discrepancies in thickness and weight between the two mattresses. Given the inconvenience and the $600 shipping fee incurred, we are seeking immediate resolution to this matter. We insist on receiving a replacement for the defective 5-inch organic shiki futon mattress, properly stuffed with the correct amount of organic cotton and wool filling, at no additional cost or inconvenience to us.Our dissatisfaction with the defective product has resulted in one of us having to sleep on an air bed until this matter is resolved, causing undue inconvenience for our family. We trust that you will address this matter promptly and efficiently to restore our confidence in your product and service.Thank you. Sincerely, **************

  Business response

  01/02/2024

  We apologize for this inconvenience.  We will remake and send a new queen 5" shiki.  Please be aware that these are compressed and roll packaged, the initial thickness straight out of the box will never be 5".  It takes a few days and even longer in humid climates for the fibers to fluff up to their original loft. Leaving the mattress in direct sunlight and repeatedly flipping it will help.  

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as; I am not charged for the replacement of the new organic cotton wool 5 inch queen ***** replacement mattress or the shipping to my home, and also that the business provides the new tracking number. 
  
  Sincerely,
  
  *****************************

  Customer response

  01/23/2024

   I have not received a tracking number for the replacement nor have I received the item.
  
  I reached out to them by email to their customer service on January 17th and even though they received my email,  they failed to answer my question and inform me as to what is going on with the replacement, and it appears that they  are ignoring me.
  
  I have lost any hope of this company fulfilling their part of the resolution in response to my complaint and I want a full refund of the faulty mattress and the shipping costs.
  

  Business response

  01/23/2024

  We have made and shipped this mattress at no charge to the customer. Our records do indicate that a tracking email was sent to this customer **************************).  This customer lives in ******. This location creates additional transit time as it is travelling by boat. The replacement was sent via DHX, however, ********** did not ship until January 10, 2024.  The mattress is expected to arrive on January 26, 2024.

  The tracking information is as follows: DXH 2958797. The tracking URL is: ***********************************.

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me,  as long as the product 
  Is received and the quality is up to par. Thank you. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased this futon bed frame on June 23, 2023, and received the frame on July 18, 2023. We put the frame together according to the manufacturer's written and video instructions; however, no one slept or sat on it until September 14, 2023, because we were waiting on a shipment of a specialty futon mattress from another company.Once the mattress arrived, we put it on the frame, and our teenage son was the one who primarily slept on it and occasionally sat on the futon. Within one week of using the bed, our son told us it "felt funny." We lifted the mattress to find that the frame had cracked in several places - the side, middle, the front - all over!On September 4, 2023, I contacted The Futon Shop to notify them of the problem. The customer service representative told me to send photos via email to their warranty department. I told the representative I was concerned about the frame's apparent structural design flaws but emailed the photos anyway.On September 6, 2023, I contacted The Futon Shop again with additional photos of the damaged frame. ******************************, Warranty Manager, emailed me, "I am having the manufacturer ship you a new reinforced queen body for your frame. This will have zero issues and be made stronger."On September 22, 2023, I emailed Mr. ******* for an ETA on the new frame. Mr. ******* responded that he was waiting on a shipping date and would let me know when he received one. Mr. ******* never contacted me with a shipping date.On September 30, 2023, instead of receiving a "new reinforced queen body," we received four wooden slats with instructions detailing how to attach them to the futon frame. The four slats will not resolve the problem because the frame is broken in places other than the slatted areas.In the meantime, our son does not have a bed, and we are stuck with a cumbersome and broken frame. I shudder to think of the strong possibility of our son sustaining injuries from the defective frame.

  Business response

  10/06/2023

  We at The Futon Shop recognize that our customers expect us to support our quality products. Our warranties are a function of the products purchased. We warranty to the original purchaser that the products purchased from The Futon Shop will be free from manufacturer defects in materials and workmanship.
  If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time owned as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.
  We acknowledged a defect in the quality of the seat section of her futon frame and  provided **************** a new replacement part,per the terms of purchase and warranty agreement. A new seat section along with support slats were shipped. **************** acknowledges receiving the parts as shown by the pictures sent by her of the replacement items.
  As of October 6, 2023, **************** has received a replacement for the defective item and has in her possession the products that were purchased in full satisfaction of the sales and warranty contract. 

  **************** has already sought reimbursement through her credit card company. We have provided replacement parts to replace the part containing defects.  At this point in time, **************** has the futon frame she purchased from The Futon Shop, plus all of her money back for the purchase. We request that **************** either return the merchandise, or provide payment for the products received.

  Customer response

  10/11/2023

  The Futon Shop admittedly sold me a defective product that should be recalled because it has serious structural integrity issues. The photos that I sent to The Futon Shop and BBB show the frame has snapped (severed) in half and cracked in multiple areas, especially where parts are fused together. As substantiated by the details enumerated below, The Futon Shop is now trying to backtrack to implement a poorly planned and potentially dangerous patchwork solution.
  
  The fact that *********** and **** of America, NA, are both seeking a full refund for me validates my claim. Also, I have notified the ** Consumer ************************** which is conducting an investigation into this situation.
  
  1. I have been asking for a refund since initially reporting the frame's safety issues to The Futon Shop.
  
  On September 4, 2023, I wrote in an email, "I am following up on my telephone conversation with your *************************** and have attached photos that show where the ****** Wall Hugger in Dark Cherry Finish futon frame I purchased has cracked in multiple places. As I stated in the phone conversation, I am highly disappointed and lack confidence in this product. The frame cost a significant amount of money, took a long time to assemble, and, more importantly, could have seriously hurt my teenage child. I understand the manufacturer would offer a replacement; however, at this point, I would rather have at least a portion of my money back and search for a different product."
  
  2. On September 6, 2023, The Futon Shop promised me via email, "I am having the manufacturer ship you a new reinforced queen body for your frame. This will have zero issues and be made stronger. I apologize for the inconvenience and will send you tracking info for this once it ships out."
  
  I understood this meant the manufacturer would fix the problem and send me a new, safe, reinforced frame. They did not. Instead, the manufacturer sent a shipment containing four small slats (2 slats that are ~20" x 1.5" x .75", and 2 slats that are ~22" x 2.5" x .75") with four small bolts. The instructions included with the four small slats are unclear and lack sufficient details. The Futon Shop sent, from their warehouse, a shipment with only a rail section for the frame, and not a complete reinforced frame as promised.
  
  According to The Futon Shop, I am supposed to attach the four small slats to the rail section sent in the shipment, remove the original rail section from the defective frame, and then attach the rail section with four small slats attached to it to the rest of the broken frame that The Futon Shop has chosen not to replace. This is the technical equivalent of duct-taping the broken frame together. The Futon Shop's solution does not solve the problem and is unacceptable. I will NOT risk our son's or anyone else's safety.
  
  3. The frame snapped in half and cracked in multiple areas within several days of use by our son. The Futon Shop has not demonstrated they adequately researched the safety issues or that their proposed solution of adding four small slats to the broken frame would make it have "zero issues and be made stronger." Indeed, their warranty does not indicate it is my job as their customer to fix their defective product, which is what they are asking me to do in this situation.
  
  4. On September 7, 2023, I emailed The Futon Shop, "Will the old frame be picked up? We have no use for it; furthermore, it would cost us to have it taken away."
  
  The Futon Shop responded, "The old frame will not be taken away. Unfortunately shipping companies do not offer that service."
  
  I was surprised that The Futon Shop avoided recovering the frame so the defects could be thoroughly researched and the safety concerns properly addressed.
  
  5. On October 2, 2023, I emailed The Futon Shop, "We received the four wooden planks that are supposed to be attached to the defective bed frame (see attached photos) to make it stable. This is an unacceptable solution as the bed frame has cracked in several places, not just in areas containing slats. At this point, I want a full refund of my money."
  
  On October 3, 2023, The Futon Shop responded, "The manufacturer is sending out the support slats for all the rail pieces to further strengthen them. This will make the frame solid and will not break because of this. They recognized the error and are making all the new frames with these support slats so this is how it would come when purchased now."
  
  In this response, The Futon Shop not only admits the futon frame is defective, but it appears they only intend to ship these frames to future purchasers with "the support slats for all the rail pieces," despite demonstrating no proof this will work to make the product safer. The Futon Shop does not indicate they will notify previous and future purchasers of the potential dangers of using the futon frame.
  
  6. On October 4, 2023, The Futon Shop wrote, "The planks were sent directly from the vendor, we shipped you an entire new unit directly from our warehouse."
  
  This statement contradicts The Futon Shops initial offer to have the manufacturer send me a new reinforced frame.
  
  7. On October 4, 2023, in response to the safety concerns in my October 2, 2023, email, The Futon Shop wrote, "I understand your concerns with the frame breaking. This is not a safety hazard it is a warranty issue with the futon frame."
  
  I was shocked at The Futon Shop's refusal to admit what was clearly a safety issue, specifically for my child, who had been sleeping on the defective frame. I responded, "Please do not ship us anything else. We want our money back! You admittedly sold us a defective and potentially dangerous product. Our child could have been hurt. We have no faith in your products. We will refuse any further deliveries."
  
  8. The box containing the rail section was left outside our house. At that point, The Futon Shop had yet to give me prior notification of shipment with a tracking number as promised in their email on September 6, 2023, and again in their email on September 25, 2023, stating, "I emailed the vendor to get tracking info and will respond once they send that to me." As a result, neither my husband nor I had the opportunity to go on record as refusing the shipment. Nevertheless, the shipper does not have our signature of acceptance.
  
  Upon inspection of the outside of the box and its label (we never opened the box), we noticed it said, "Box 2 of 3" and "Coach Stretchers/Rail." Since The Futon Shop sent the original defective frame in multiple boxes, we thought the same would be the case with the reinforced frame. However, when we received only the four small slats on October 2, 2023, and the rail section soon after that, along with The Futon Shop's nonsensical solution, we realized they had been deceptive and did not intend to fulfill what they initially promised.
  
  9. The fact that Futon Shop:
  does not consider a bed frame that snapped in half and cracked in multiple areas to be a consumer safety matter,
  proposes a solution that does not adequately address the potentially dangerous situation,
  wants me to pay for their ridiculous and unsafe solution, and
  refuses to refund my money voluntarily, speaks to unprofessionalism and a lack of concern for consumer safety.
  
  I need to dismantle the defective frame that has taken up significant space in our son's room for weeks so I can replace it with a proper bed. In addition, I must now spend additional funds to have the defective frame hauled off because The Futon Shop refuses to do so.
  
  The box with the rail section remains unopened, and The Futon Shop can have the shipper return to pick it up along with the box containing the four small slats.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩