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"This company needs to be shut down. I was sold a defective futon and they would not respond to requests to return product. I filed complaints with two state attorney general office and the Better Business Bureau. They responded to neither. I am stuck with a defective futon and no refund. They are horrible. "
"Poor customer service. No communication possible. Very frustrating. Would never buy from them again."
"I purchased a wood futon frame from this online store and have had a horrible experience with their lack of customer service.The futon required assembly. My husband is very handy so normally would have no problem assembling this product, but the pre-drilled holes for the screws were not aligned properly. If we would have used them it would split the wood.I called Cottonwood immediately and when going through their automated service was able to only leave a messge for Tech Support. I even called back to speak to a human in sales, and they immediately transferred me withouth even hearing the issue. I left a message and received a call back the next day from Tech Support who told me they have this issue quite often and there was a "workaround". I insisted I wanted to return the product. The next day I received an impersonal email with return instructions, stating I was to pay all return shipping costs. I tried calling and emailing Cottonwood numerous times as I felt I should not be responsible to pay shipping for a defective product. As of this date (June 9) I have received no response. The return instructions indicate I must return the futon by 6/11 so I'm afraid I have no choice but to pay the cost to ship a product that is defective or they will not refund my money. This company is an example of why people are hesitant to purchase online - their customer service is non-existent and I feel they knowingly ship inferior products anticipating that the customer won't return the product since the shipping costs nearly exceed the purchase price."
"The website claims fast shipping if in stock. My futon was in stock but did not receive it until Feb 10. Very slow shipping and product not quite what the picture showed, but acceptable."
"Fabulous Futon. It came fast, witin a week of when I placed my order. Was the best price by far. Was easy to order. Cottonwood emailed me everytime there was an event whether it be the inital order confirmation or shipping information. I called before I placed my order to get advice as to what futon mattress to get. I sit on it every day and when my in-laws came, they slept on it and said it was better than their bed at home. Would highly recommend Cottonwood Futons."
"No customer service, very insulting, and they absolutely will not stand behind their substandard products. There are countless negative reviews of this retailer on other consumer websites. The Wisconsin BBB has had 21 complaints against Cottonwood Futons. From Cottonwood Futons, I purchased a futon frame, mattress, drawers for the frame, and a cover for the mattress. I received the drawers in a undamaged shipping box with the bottoms cracked. The drawer bottoms are about the thickness and structural integrity of a piece of cardboard. My wife wrote an email to Cottonwood and we were referred to Tech. support. I spoke with Nate at Cottonwood Futons Tech. support and was informed that the drawer bottoms are made from Balsa wood, which is that really light flimsy wood typically used in model airplanes. Cottonwood refuses to take damaged and inferior product back without us covering the return shipping approximately $80 plus 20% restocking fee.I attempted to speak with someone on the phone many times and was never able to speak to anyone but the one time with Nate in Tech. support.I ordered the most expensive mattress, frame, cover etc. The items that I choose were what I thought would be the highest quality. I am very pleased with the mattress made by Otis Bed, the frame is adequate, and the other items are not. I believe that Cottonwood Futons should stand behind their products and they are not. They will not speak to anyone on the phone if they are not buying something and they have now blocked my phone number from there phone system. Buyer beware."
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