"We are greatly disappointed that this company knowingly and willfully practice is deception. We ordered a vegan cocosupport futon mattress because they claimed it had 4 inches of Dunlap latex 2 inches of coco noir and 2 inches of organic cotton fiber total height of 8 inches, but they sent us what they alleged to be a vegan cocosupport futon mattress that measured under 6inches and less in other areas. We notified them immediately the day it was received and they have the audacity fortunately to state in writing that 4 inches of Dunlap Latex doesn’t exist. The owner then wanted to claim that they didn’t specifically state it will be a solid 4inch piece yet the evidence and comparison of how their competitors advertise, it tells a different story that they are intentionally practicing fraudulent business activities. We gave them several resolve the situation like a normal business would apologize and immediately send out the proper mattress if it was defective. all of the measurements are not even close to what they advertised. Then the “owner” sent a print out thinking it is believable when it is excluding any date and page count stamps after recipients what we have. and fortunately they provided more evidence that they are in fact fraudulent and deceptive because we printed the web advertisement with the header and footer that shows they attempted to cover up their crimes. A normal business would show gratitude for pointing out what could have been a error but they showed otherwise. So to top it all off they never sent a replacement the supervisor stated to donate it but then again the “owner” insisted a disabled wom repackaged a originally compressed item that most likely she or anyone co actually do themselves without a machine! They will be giving me my money back times three PLUS punitive damages! When they could have chosen to avoid that by returning my money they stole at this point!
Additionally the owner is supposed to be a provider of ”luxury“ with the “international luxury hotels association” but you expect impeccable service with luxury however she doesn’t even provide the minimum, if she is deceptive in one business you got to expect she is in the other only do business this is the experience i had maybe yours will be different but Beware!

If you or someone you know experienced similar practices with this company please contact the class action advocates at diamondclassaction at proton.me "

"I purchased a mattress, packaged and sold it as new, but it became apparent it had been used previously, with an open sealed bag sliding out during transport. Moreover, the 3" queen latex mattress was represented as a 5" futon, undisclosed until purchase.

Alarmingly, this product contains formaldehyde, a carcinogen, which was causing my severe allergy attacks with shortness of breath and many sleepless nights until I performed a test kit three times with a clear indication that the mattress's room had four times higher formaldehyde than my living room. The test kits showed the level at much higher than what was safe. I was shocked by Edith from the Seattle store's lack of empathy and professionalism when I called to see about an exchange due to these health concerns. She then inaccurately stated that their exchange policy did not cover allergies, a stipulation nowhere to be found on my receipt or their site, shrugging off my concerns with, "That’s not our problem; talk about your allergy problems with your doctor." The company falsely advertises that it's a chemical-free company when it is not. It’s sad that in 2023 a well-known brand has sales associates that lie to its paying customers and treat them like dirt. AVOID this company if you can, and if not, then be sure this is the right product for you because once you make the purchase, your problem is no longer their problem, and they will ensure that you DO NOT get your money back under no circumstances. Lastly, ensure you're not sensitive to Formaldehyde, or you will be dealing with health issues for weeks until you get rid of the mattress and properly air out your home. NOT worth it! "

"Do not buy anything from the futon shop. The furniture is so expensive and it isn’t even that comfortable. We really don’t like the couch we bought. They sent me the wrong color, and they refuse to do anything about it. Worst customer experience I’ve ever seen. Super disappointed. Ordered it in august, didn’t arrive until late November. "

"This place has a 20% restocking fee for exchanges and any credit only lasts 6 months"

"I was looking for an all organic mattress for ever. Then I found the futon shop. I ended up going with the pure comfort. It is amazing. I have had the best sleep of my life since buying this mattress. "

"I don't think I've ever had such a terrible experience with an online purchase in my life. I really wish I would've read these reviews ahead of time.

I just need to vent and so this is going to be a lengthy, horrible review of this company.

After purchasing a wooden headboard, futon shop gladly took my money and sent me an invoice. After waiting for two weeks without even a tracking number, I had to email them and they told me at that point that it was "backordered" and could take up to another two weeks. I figured that there have been supply chain issues lately so I was fine with that. I waited for two weeks, and after still nothing I just emailed again saying I wanted to cancel it. Immediately after sending that email I got a call late at night saying that it was miraculously being shipped the next day. They weren't waiting for this item to get to them, they had had it in stock the entire time and had just never sent it. Totally fine. People are short staffed these days. It happens.

I got the headboard and immediately saw that the color was completely different than what was on the website. A gross yellow color. More importantly, there were giant stress cracks right near the edges of the headboard that would be fitting with the bed. Meaning it was going to crack more. I immediately sent an email with pictures saying that there were cracks and that the color was off and that I needed a refund and wanted to send it back to them. No harm no foul. They're not the manufacturer, it's not their fault. Yeah, maybe they should have had some quality control to check things before they sent them but, that's fine.

I was told to email somebody else. I emailed that person and didn't hear back. I emailed again. Another person named Edith got back to me a week later and said that she was sorry and would I give her a few more days to process this? After waiting another week with nothing, I emailed again and they told me that I had been credited back to my PayPal that day and to wait for three days for it to process. I figured this was finally over.

After a week, nothing showed up in my credit statement, I emailed again asking where the money was, and just like when I purchased the headboard threatening to cancel, 5 minutes later got an email from PayPal saying that I had a refund coming through. Edith then sent an email telling me that as she had told me before, she had it credited it back the previous week and that it could take a few days. She obviously never processed the refund the first time and was probably hoping that I wouldn't follow up about it. I know that futon shop didn't process the refund until after I emailed again the second time because I checked with PayPal to confirm and the refund transaction wasn't even started until I asked where my money was. This means that they lied to me.

Even worse, they gave me a partial refund. I asked why it was partial and Edith replied "we don't refund shipping." You don't refund shipping on a broken item that you sent me? It's absurd. Luckily I used PayPal credit, I opened a dispute with them and told them everything and I got the full amount credited. I gave up trying to communicate with futon shop at that point.

I'm just leaving this review on here to warn people to not support this company. With so many options out there, it's a wonder that they're still operating."

"Impossible to get in touch with when there is a problem, shady business practices at best. Here is the contact information for the woman I was told is the owner of the company:
Suzanne Diamond
***-***-****
Suzylucy at gmail.com"

"I ordered a futon frame from this company that was never delivered. They have refused to refund my money & do not respond to my calls or email. The purchase amount was OVER $600, which this company has essentially STOLEN FROM MY BANK ACCOUNT! I see I'm not the only one to have had this horrible experience. BUYER BEWARE!!!"

"AVOID AVOID AVOID!!!
AVOID AVOID AVOID!!!

I ordered a futon in June.
It never arrived due to errors completely on their side.
They blamed me.

THEY HAVE NEVER PAID ME BACK!!!!
yes thats right. you read it right!
THEY HAVE TAKEN MY MONEY **AND** MY FUTON AND HAVE NEVER GIVEN ME BACK MY MONEY. And it appears totally intentional. This is occurring despite continual contact, emails, phone calls, patience, more emails.

THEY JUST KEEP YOUR MONEY.

In the next few days I will be registering my complaints against them at the Better Business Bureau and at the Federal Trade Commission."

"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 "Don't 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! Someone posted a review on Trustpilot with the same issue few weeks ago – on 3/21/19 – “comfort guarantee” is a total scam.
"

" DO NOT DO BUSINESS HERE!!!

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"

"The Futon I ordered arrived 7/21/2019, I send this via email the next day:
"1. When I sit on it, within minutes I can feel the wooded slats, within an hour it began to make my lower back hurt. I went to Target and picked up a ¼ Inch sturdy rubber yoga mat and stapled it to my futon frame, but it only had a minor effect. 2. When sleeping on it last night, I woke up with a sore back and shoulder. 3. I bought it as queen size, my queen sized sheets do not fit and it I have to stuff it into the futon frame I own.

No Response, sent a second email, no response. Eventually I got hold after trying Chat. All in all, customer service stalled in response for 30 days. When I did get hold of someone, they tried to upsell me then denied doing so, they attempted to convince me that the problem was not a problem, they also indicated that the problem was somehow my problem. Then, when I said I wanted to speak to a manager, stopped responding to me all together.

Bottom line, it looks like I'm stuck with a purchase that is not going to work for me, buyer beware. If you need customer service, I have to say, it's a total nightmare."

"Unprofessional, unkind, unorganized and that's at their best.

The mattress: poorly made, questionable in its actual organicness, is not very firm, arrives with lots of debris as well as particles all over it. The tufting is uneven and I, as a petite person, sink into it--I can't imagine if I were a larger man or heavier individual.

The service: is a joke. The delivery, the packaging, the lack of customer support and the cavalier attitude with which they (don't) address customer concerns. They will bamboozle you into buying, aggressively I might add, tell you whatever you want to hear (literally, I asked about a bunch of certifications they don't list as my other organic mattress has them--and they just said, yea sure, it doesn't say that but it is certified as such). Literally, most 5th graders could come up with better, more eloquent rationale--this was just blatant, sales-y lying. They don't offer ANY delivery support even if you're willing to pay and the mattress than requires a few hours to untape---let alone move around and actually get onto the bed.

I would go on but what's the point: don't give these people money. The product is a sham, their service is abysmal and there are WAY better options out there (like Avocado etc) whose product is beautifully designed, thoughtfully delivered and truly clean/green.

Stay away from the futon shop!"

"I wanted to love this place
The beds were recommended to me by friends because they were organic and "very comfortable."
Let's put it this way: their customer service is the worst I have experienced.
We ordered several mattresses from them. When we opened the kind mattress, I said to my husband, "That mattress isn't right. It's square." The king bed is supposed to measure 76x80. Ours measures 76x77.5. Chris, the customer service guy, asked for pictures. I sent pictures. He told me that I don't know how to put a mattress on a bed, as if turning a mattress will make the dimensions different. I'm 40 years old and have lived all over the world. I know how to place a mattress on a bed. Lol.
They weren't satisfied, so they asked for a video of me measuring the bed. Those I also sent. They said they would give us a cushion to fill in the remaining inches that should have been made into their mattress. No, thank you.
I told them many times that this bed causes me terrible neck and back pain, and I wake up exhausted. They say they have a "comfort guarantee". They have not exchanged or replaced a faulty, intensely uncomfortable mattress.
There were many red flags. 1. When we went to the store, the salesman smelled so bad that I had to stand 10 feet away from him.
2. It wasn't until I was making the purchase that he told us that we could not return the mattresses, but we could exchange for an equal or greater value mattress if it was uncomfortable.
3. When the deliverymen were delivering our mattresses, the salesman called me and literally yelled at me because his driver couldn't find our house. The driver spoke Spanish and not much English, so I asked Lee the salesman if I could give him directions for him to give to the driver, (per the driver's request) and he told me no. I told Lee to return my order because he was yelling at me and blaming me, and in hindsight I wish I had been firmer about that.
Now I have to get rid of these brand new mattresses. This time I will buy mattresses from a company that stands behind their products.
All in all, a very bad experience and a waste of $3000.00 and several hours. "

"If you VALUE YOUR TIME and MONEY do NOT shop here!! They have the WORST customer service I've ever experienced!! They never answer the phone to multiple numbers! If I could give them a zero I would!! I placed my order on March 6, 2017 finally got my order that wasn't damaged on May 11, 2017!! I purchased a wool mattress and after 3 weeks I never received it. Called them said they would send it out. After waiting another 2 weeks never received. A week later I finally got it and it had a rip in it and all of the tacking in the entire mattress was pulled so tightly most of it was ripping! It was very cheaply made! It is NOT comfortable at all. After dealing and fighting with this horrible company for 8 weeks all I wanted was my money back and to be done with them!! I literally begged for my money back and asked to speak to the owner and I was never allowed to do so! They would NOT refund my money!! I offered to give them damaged mattress back! After fighting for my shipping cost to be refunded they finally gave in being that my order was supposed to arrive within 12-14 business days and never did!! I wasted HOURS literally on the phone with these people!! The quality is NOT good at all!! Even on sale they are way overpriced and they have sells ALL the time! They have a comfort guarantee..think again I told them it was very uncomfortable and asked about it and they said they couldn't do anything!! Please do NOT shop here no matter how "good" of a sale they have it is NOT worth your time and money!!!! Once they have your money you will NEVER see it again!! I never write reviews but felt compelled to do so to warn others please do NOT buy from this company!!!!! This is the absolute WORST company I have ever dealt with in my entire life!!!"