thefutonshop.com

Casey Brown, Sacramento, was vert responsive and patient with our many questions, we may buy another futon based on his customer service.

I cannot recommend The Futon Shop for anyone who really is interested in a 100% chemical free bed and responsive customer service. If you have allergies or MCS, find another vendor. First, it took a month for them to deliver the bed and then the wrong parts had been sent. So I had to take a second day off from work to meet them with the right parts a week later and then they were still missing parts. So I had to take another day off over a week later when finally the right parts for the bed frame were sent. Also, though I was told the bedframe was "unfinished," it was, in fact, treated with linseed oil, to which I had an allergic reaction, and they refused to swap out the bed for an unfinished frame. (Their website says they offer unfinished frames, but, in fact, they told me they don't after I learned mine had been treated.) Finally, while the people I spoke to in the store were all nice, I didn't get a final answer regarding a return for weeks and not until I was bumped all the way up to the head of the company--a woman who, frankly, was rude and presumptuous. If you have chemical allergies, look elsewhere for a merchant truly responsive to your issues and products that are precisely what the salesperson/website says they are.

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.

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