The Futon Shop, Costa Mesa CA

Love the product! Such peace of mind for me and my baby to sleep on something natural but also comfortable. Both Joe and Edith were both honest and helpful in explaining the products to lead me to find exactly what was going to work for me! Definitely recommend!

By far the worse customer service and policy online. My inquiry kept being answered by different people and each time I have to explain from the start. Price adjustment policy is ridiculous. Bought their stuff online since I'm not near a store. They will adjust price however it will be a store credit which can't be used online, only instore or by phone. What day and age is this!? ! Never spending money here.

After 7 1/2 years on my previous futon frame and memory foam mattress from your store, which was used as a daily sofa, it was time for a new mattress.

On 10/17/20, I went into the Costa Mesa store about 10: 15am, the doors were closed and locked, (sign and website said you open at 10am). I thought maybe I missed something on your website that I looked at the day prior that I need an appointment, since some stores are doing that due to Covid. So I called the store and no answer. I got a tea, and waited until about 10: 30am, and started to walk back to my car. A short time after 10: 30am, Matthew called me back (apparently using caller ID). He said the store was open so I returned.

Upon walking in, Matthew was sitting at the desk stuffing his face with McDonald's. I told him I was looking for a replacement mattress for the one I purchased from the store 7 1/2 years ago. He said something like, ok. I asked him which mattress he recommended and that I use it as a daily sofa. He pointed to three different ones, identifying them by the cover colors, (not stopping from eating his McDonald's).

After trying them out several times, I settled on the full pocket coil wool organic. Then it was time to pick out a cover. I mentioned and even brought the one I had that I also bought from the store with my mattress, but I wanted something a bit different in color. He pointed to the swatch books in the corner, still not getting up. I looked at several and decided on one.

He was writing up my invoice and started complaining about his job and commute and how he can't afford to move closer. Not my problem, all I wanted was good customer service on a $1200.00 purchase!

He told me it should be about 2 weeks for the order to be delivered.
On 10/26, I called the main number to check the order status as I looked on the website and it said no orders were found, and spoke with Kenia and Edith that day, they confirmed the mattress was ready in LA, and they were still waiting on the cover. I said let's set up delivery for the mattress and figure out the cover when it's ready, as I could cover it with a sheet. The mattress was delivered the next day.

On 11/2, I called to check the status of the cover. Somehow, I pressed the sales rep option in error and got routed to Matthew.

Here is how that conversation went:
Me: I am inquiring about the mattress cover, I had the invoice number, which he didn't ask for.
Matthew: Someone would call when it was ready.
Me: You didn't even ask for my name!
Matthew: it doesn't matter, we will call you when it's ready.
Me: ok, bye.

I called back and got routed back to Kenia or Edith in SF, (I can't recall who works where). She told me she'd check the status and call me back. She called back later that day and said the cover is ready in SF, and they can ship it direct to me.

Why couldn't Matthew do this?
Did I interrupt another meal at his desk on the show floor?

- - -

11/5 - cover finally arrives. It had a weird smell, so I washed it in cold water, no agitator in my washer, no bleach, All free and clear laundry soap with no color or bleach in it, line dried it overnight and the next day there are lighter color than it (a light sand color) streaks thru it. Friday, 11/6, I emailed photos in and after calling the warranty department all day Friday, Monday and Tuesday and getting no answer, finally get an email back on Tuesday, saying the fabric wouldn't run as described as they tried washing a small piece of the fabric. Photos are attached, however, the color being a light sand and the streaks white, it does not photograph great! They can't replace it with no cost, but I could buy a new cover for a $30 discount on a $1200 purchase! I am not sure who made that decision - - But, thanks but no thanks.

And sadly it is a sofa for my tiny apartment, so I have to look at it.
This will be my LAST purchase from The Futon Shop, ever.

I purchased a futon here in May 2020 and I am still awaiting the futon cover 2 months later. I will never recommend this company because they also don’t allow refunds and it’s not posted anywhere in the store.

Customer service is non-existent, astounded to see ANY positive reviews. I tried to call their customer service number twice, both with no response. I then sent an email with my questions and have not received a reply. Very shady to say the least. I asked the same questions to Avocado Mattress and they replied instantly so I bought from them.

Place is fantastic. If you are looking for quality and options, this is the place. Amazing!

Thanks to Matthew our purchase was quick and easy. The Futon Shop is a friendly place with helpful employees. Thank you Futon Shop.