Complaints

This profile includes complaints for Natural Home by The Futon Shop's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Natural Home by The Futon Shop

  2150 Cesar Chavez San Francisco, CA 94124-1020

• 

  The Futon Shop

  2011 Arden Way Sacramento, CA 95825-2201

  
• 

  Natural Home by The Futon Shop

  1932 1st Ave Seattle, WA 98101

• 

  The Futon Shop

  2011 Arden Way Sacramento, CA 95825-2201

  
• 

  The Futon Shop

  1232 Los Vallecitos Blvd Ste 108 San Marcos, CA 92069-1478

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a natural fiber mattress. After turning and flipping the mattress as suggested on the website, we noticed that there was a hard ridge on one edge. After contacting customer service, we were informed it was our fault for having an improper platform for the mattress. There was no information on the description stating that a specific platform was required. There is very vague and unspecific information in the *** and product care section that says both a platform bed with a flat board and slat boards are acceptable. The warranty does not list an incorrect platform as a warranty void issue. i did check the warranty before purchase. Their customer service response was deeply insulting, unhelpful and inappropriate. We would like a full refund for the purchase. We do not want to pay any shipping to return the product as they are unwilling to work with us on this issue. I have attached the email feed.

  Business Response

  Date: 03/29/2025

  Hello Valued Customer,

  The issue stated is a result of mis use of the futon , the futon is made of natural and chemical free materials , we clearly state on the website that these futons are meant to be used on a surface that will provide airflow like a slatted surface.

  In the pictures you have sent it is clear that the futon has been used on a wood platform of some sort , this will cause the mattress to suffocate and materials to dry.

  You also mentioned that it is on one side , the side that was on the wood platform for the whole time as you noticed it when you have flipped it

  We can offer you a special discount on a mattress topper if that will help remedy your issue , please feel free to reach out to us , but unfortunately this is not a manufacture defect.

   

  Thank you,

  CSM

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23120324
  
  I am rejecting this response because:

  As you will see by the attached information on your website, the situation does not void the warranty.  In the product information your site says:  "Do I need a box spring for a platform bed?  The answer simply is NO..."  Also the list of situations that the warranty does not apply to does not include, ridges, bumps or broken parts.  We have flipped the mattress several times in the few weeks that we have owned the mattress, we just noticed when we rotated it top to bottom and we are not certain that the problem did not exist from the beginning.  I don't think it would be necessary to flip the mattress every day, do you?  Of course not.  I have attached screenshots of your website information.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/01/2025

  Hello Valued Customer,

  That is correct you do not need a box spring with your futon , but you will still need airflow 

  A box spring's job is not to provide airflow but to raise your set up as well as provide a flat surface in some cases , with the futon mattress that you purchased it does not need a box spring.

  The ideal set up for airflow will be a slatted bedframe , in your case you have placed it on a flat wooden platform with no airflow , doing so will damage your futon.

  We can offer you a 2'' mattress topper at a discounted price to help remedy your situation if you would like to do so please feel free to reach back out to us 

   

  Thank you,

  CSM

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23120324
  
  I am rejecting this response because:  None of the information you have
  just stated is anywhere on your website, nor is it a reason to void a
  warranty according to your listed policies.  I would have no way of
  knowing that airflow is apparently critical in the performance of your
  mattress.  I would have simply purchased what I needed at the time of
  the original purchase, or not purchased the item at all.  I purchased
  this MATTRESS from the MATTRESS category, not the FUTON category.  The
  description calls it a MATTRESS.  Telling me after the mattress has been
  damaged (by the way, there has been no inspection on your part, only
  photos with limited information), is not good company practice in my
  opinion.  I will not accept another product at a discount, you can send
  me the topper for free.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought a "*********** Natural Chemical Free Wood Daybed" from The Futon Shop on January 11th, 2025. I specifically bought the bed frame because the company promotes themselves as a "safe, chemical free" company out of **********. As soon as we received the bed and put it together we noticed a strong odor. We opened the windows, turned on fans, dusted the bed. For days we did this and nothing helped. Our eyes started to burn. We eventually had to put the bed in the garage. When we contacted customer service, we were repeatedly told the bed was solid raw oak with "no additives... no stains or chemicals." For weeks I went back and forth with the company. Recently, they emailed me and admitted the wood is "hand rubbed by ****************** with a clear *********** finish." They even sent me facts about *********** and told me it can take "over 30 days" to dissipate and that "*********** does smell." They offered to send me an "unfinished oak model" for $176 each way for shipping. I have refused. I just want my money back for false advertising. The bed was nearly $1,000.

  Business Response

  Date: 03/05/2025

  Hello *******,

  The bedframe that you have purchased is 100% chemical free and VOC free , we clearly state in the description of the bedframe on the website that the frame is made with naturally finished and polished wood.

  The frame can be made unfinished but that would be considered a custom order and a request , if a request was not made then the wood is finished with natural linseed oil as is all our natural wood frames.

  Non the less , if you are sensitive to natural oils , the scent dissipates with a few weeks to 1 month , that is a fact about linseed oil.

  We offered to swap the frame for a custom unfinished frame at no additional cost but the shipping fee does fall on the customer for the exchange 

  As we also mentioned in the email that we might be able to get you a better shipping rate if you decided to go that route.

  It also mentions in our policy that natural bed frames cannot be exchanged or returned , there was not any false advertising as everything is clear on the website.

  Thank you,

  CSM

   

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23021269
  
  I am rejecting this response because:

  I am so disappointed by The Futon Shop and their lack of customer service. Having now read all the negative reviews online, I know Im not the only customer who has experienced their ridiculous return policy and their refusal to make things right. They are willing to ship me another bed (at my further expense of $176+ both ways) but not a return? 

  They keep telling me the solution is to air out my furniture. I live in an apartment. Its wintertime. We kept our windows open for days and turned on a space heater. This experience has been miserable. What a waste of $900+ and time.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/10/2025

  Hello *******,

  As mentioned we have never had a complaint about the smell of our natural bed frames , going further we reached out to the vendor to check whether they have any insights and they mentioned they're frames do not emit odors longer than a few days in cases where the linseed oil has not dried completely.

  It is clearly stated on our policy page the '' Natural platform beds'' cannot be exchanged or returned which you accepted the terms off when placing the order 

  Thank you,

  CSM

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23021269
  
  I am rejecting this response because:

  You repeatedly tell me this has never happened. Why wont you stand by your product? Just denials from the beginning. *** never experienced a company like yours and based on other reviews Ive read about The Futon Shop, Im sadly not alone. The bed smells and is not worth the money. I have a home filled with other furniture from reputable brands that hold their products to high standards instead of hiding behind a zero return/exchange policy. Its entrapment without compassion for hard earned money. 

  Sincerely,
  
  *******

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against The Futon Shop regarding the poor quality of a product I purchased, which does not meet the standards expected for the price paid. Additionally, I am dissatisfied with their return policy, as they only offer exchanges rather than refunds. This policy is unreasonable, especially when the product does not meet expectations. I request a full refund and urge the BBB to address this issue, ensuring fair business practices and consumer rights.Futon cost $600 but for that price it should have better QC and not come with Latex bits everywhere

  Business Response

  Date: 03/03/2025

  Hello *****,

  We are sad to hear you did not have the expected experience shopping with the futon shop.

  I have looked up your order and from our records i could only find 1 order and see you purchased our 3'' latex and wool shiki futon in a twin size priced at $429.98 , per our policy for a shiki / topper / futon or mattress to qualify for the 30 day comfort exchange it's price before shipping or tax must be greater than $459.

  When purchasing online you do agree to our return/exchange policy before placing the order , furthermore i do not see any email correspondence from you addressing an exchange or return , we instruct customers to email ********************************************* for addressing returns / exchanges / warranties ect...

  Our shiki futons / futons / toppers / mattresses are all made to order which plays a big roll in why we do not have a return policy but an exchange policy.

   

  Thank you,

  CSM

   

   

• Initial Complaint

  Date:01/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought three futon mattresses and two sofa frames. The sofa frames have quality issues since I bought them. They slide off the frame and the company must have known about it because they included a piece of some sort of material to try to keep them from slipping down off the frames for free with the order. When I let them know the material doesnt work the company recommend I buy another product from them to prevent slipping. Now one of the frames broke. There are several broken parts that I reported on 1/4/25 and specifically on 1/8/25. The **** *** acted like my email was not received on 1/8/25, however I do have the sent time stamped email. As of today I have not received any confirmation on shipping of the broken parts. Getting disgusted tbh.

  Business Response

  Date: 01/29/2025

  Hello ****,

  I am sorry to hear this 

  You purchases our Amish futon frames , we sell quite a large amount of these frames and they are our most durable and best quality frames 

  With all futons the mattress will sit on the frame , we sent you 2 free stop slips as they help keep the mattress on the frame

  Your frames come with a 2 year warranty , they are wooden frames and damages can always happen.

  You reached out to us about the damage on the frame on 01/04/25 and was replied to every email with in 24 hrs ( i will include screen shots ) 

  The biggest gap in correspondence that was longer than 24 hrs was on 01/08/25 when i requested to specify the parts needed with reference to the assembly instructions that i included in the email to where to did not reach back out until 01/21/25 stating i have not answered your emails , i will include screenshots of the entire ticket email correspondence and you can notice i had replied to every single email with in 24 hrs 

  We have ordered your replacement part on 01/25/25 which can take 1-2 weeks to ship out 

  We have been 100% responsive and helpful and are doing our best to satisfy your requests in the quickest time frame possible 

  Please feel free to reach me directly at ************ if you have any further concerns or questions 

   

  Thank you,

  Moe

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22871881
  
  I am rejecting this response because:

  I do not understand where *** is coming up with these dates to try to make me look dumb.  Attached is the screen shot of my email response to the question to specify which parts are broken with a so called gap which is also timestamped.  *** sent the email 1/8/25 just after 12 noon PST.  And I responded on 1/8/25 just after 7pm EST.  I then sent multiple emails and called on the phone without responses.  I can forward the entire email thread myself.  Also, I have an invoice from 1/22/25 *** sent to me indicating the parts are ordered, but now the parts were ordered 1/25/25.  I do not appreciate being gaslit or head games or whatever nonsense is going on here.  I have a broken sofa for almost a month and idc how many sell or what quality they supposedly are, thats just extra moot points for these logical fallacy games.  For the price I paid I do not expect it to break, slide off the frame, and especially not to be treated this way to get the supposed warranty included with the purchase.  
  I will not plan to buy online again.  Not unless I know the seller and their reputation.  
  I do not recommend. 
  Its a pain in the neck to deal with these internet companies.  
  I wish I had bought local and saved myself the trouble and time I have spent to try to get my warranty I am entitled to.  My time is also worth something and you now owe me literally for all my time spent on what should have taken 5-10 minutes.  

  Sincerely,
  **** *****

  Business Response

  Date: 02/02/2025

  Hello,

   

  The customer was helped and replied to in a timely manner with offers to remedy the customer's concerns under our policy.

  The customer is being sent replacement pieces for the damaged items , which the last correspondence from the customer was that she was pleased and waiting for the parts 

   

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22871881
  
  I am rejecting this response because:  once again Mr. *** appears to be telling stories.   Even in his own screen shot you can see my response:  not a happy camper.  But he makes it seem like I am happily waiting for parts that apparently have not yet shipped, as I have not received the shipping invoice I was told I will receive.  And now I have a broken sofa for a month.   If this ends well it certainly wont be due to customer service skills.
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/16/2025

  Everything was addressed in the previous 2 responses with screen shots and proof of the entire correspondence with the customer , the warranty part is set to ship any day now , once it ships we will email the customer the tracking number.

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22871881
  
  I am rejecting this response because: I am still waiting for the warranty parts to ship.  It has been longer than this sorry company called Natural Home by The Futon Shop said it will be.  Their response has been lies already and they are not good to work with.  Possibly the very worse customer service I have ever dealt with.  The only worse would be in *****.  I bought these because they are USA company but they act like off shore business and definitely not ***********.  Natural Home by The Futon Shop are Very rude lying people.   I will avoid doing business with Natural Home by The Futon Shop and others will do well to also avoid this company like the plague.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/26/2025

  I havent gotten the parts yet either, much less a refund.
  
  Is there anyone to help me here ? this seems so crazy I have never been treated this poorly by a business and find it so sad *** is willing to outright lie in response without any consequences.
  

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************** 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 08/11/2024

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

• Initial Complaint

  Date:06/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:05/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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