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

  
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  Natural Home by The Futon Shop

  1932 1st Ave Seattle, WA 98101

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  The Futon Shop

  2011 Arden Way Sacramento, CA 95825-2201

  
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  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:11/22/2022

  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.

  Purchase two couches for them at $3000 apiece have had Issues right from the beginning couldnt figure out what was wrong couch is very uncomfortable months and months goodbye we were told is probably the cushions we were going to get cushions and then we happen to look in the body of the couch body itself and its sagging on both ends which would explain everything. I was told we had to have a repairman come or look and see if it cant be repaired. They sent somebody about a month or two later and he had a strong odor of cologne or fragrance or laundry soap or whatever on when I asked him if he had cologne and he said no but he still smells so strong my husband had to ask him to leave. The technician company said they had no other text to send out. I was told to tell the futon shop to send another company. Well I got a phone call from the first technician company saying they were going to send someone I said we cant because theres no other tech the technician said he wasnt wearing cologne. we werent sure if it was his laundry or something in the car or some thing that was so strong and we can have them in the house. a few weeks later they called back again and said they were sending a tech and I said we cant and She said we are sending a different technician I said how can that be and she said we are sending someone that we normally wouldnt send lo and behold they send the same guy and hes the one who said he wasnt wearing cologne the last time so we couldnt have him in. I keep telling the futon shop to send a different company, they have it at this point its been so many months of discomfort my back now its starting to be affected bad I cant even sit here without neck pain. I am asking they send me a replacement sofa before getting this one back as I have nothing else to sit on . once we receive a satisfactory replacement sofa I will send the other one back its been so many months of pain its not fair. It should never have been sent out defective

  Business Response

  Date: 01/06/2023

  Hello ******,
  The situation I explained over the phone was a different situation.  My apologies.  My records have this customer name as ********************  Regarding ********************* (*****), we were informed that she was unhappy with the feel of her sofa.  In speaking with our customer service manager, *****, it was determined that an onsite inspection would be required to diagnose the problem, but ***** was fairly certain that the issue was most likely a broken spring.  Per our terms and polices, we offered to either repair, or replace any defective merchandise.
  We contracted a furniture repair company to go to her home and inspect the sofa. This customer refused to allow the technician into her home because she said he smelled of strong cologne.  We then hired another furniture repair company to go out and inspect her sofa.  The technician advised that a support was missing from the sofa, but easily repairable, he just needed the spring.
  More recently this customer contacted us complaining that there was mold on her sofa.  When the furniture repair person was on site and provided his inspection report, there was no indication of mold or any other issues other than the missing spring.
  We mailed the spring directly to this customer and it was delivered on January 4th: ********************************************************************************************

  
  ****************************, Guardsman, has notified us that they have attempted to contact this customer many times, but have not heard anything back.   At this point, per our terms of purchase:
  If we determine at our discretion that there is a defect covered by our warranty, we will take responsibility for repair or replacement as set forth above. If we cannot repair or replace an item, we reserve the right to substitute a substantially similar part or product, or to pay to you a pro-rated portion of the purchase price of the defective product based on the length of time you have owned the products as compared to the length of the warranty period. Any such payment shall be paid in full satisfaction of all claims for breech of warranty, which you might have against TFS Natural Home By The Futon Shop.
   
  We will attempt to repair the item to like new condition.  This customer is at risk of voiding the warranty if she does not make the sofa available to our repair technicians.  If the sofa is unrepairable as determined by the repair technician, then we can have a discussion with ************** as to replacing the sofa.
  Thetan A.
   
   
  Operations
  2150 **************************************.
  *************, ** 94124
  T: ************
  www.thefutonshop.com
  

  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18451563
  
  I am rejecting this response because:

  just because he didnt see the mold doesnt mean it wasnt there! We didnt see the mold otherwise I wouldve told you months ago but I kept saying how it was smelling and no one could explain why! I cant help it if we didnt see the mold until after he left but it was there and then again I will reiterate  that we opened the coushions at that time when we saw the mold.we never opened the cushions before .we didnt think we had to and thats when we saw the mold on the cushions. that mold had to have been on the cushions the whole time !and the mold grew so this is mold that was there and you cant base it on that guy not seeing it when he was there thats ridiculous. He was not sent to inspect for mold if he was he wouldve looked at the cushions inside and saw it or did a further investigation so that is not fair he was not sent for that reason!  you cant bass thisanswer on his visit .  I reject this and Im still saying that you sold me a couch with mold in the cushions which proceeded to grow and spread. theres mold spores in the fabric outside too which proceeded to grow  and  mold in the cushions . Getting a refund for this is only half of what should be because of the health hazard so all Im asking is for a refund for this couch

  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/12/2023

  Per the terms of purchase, we have offered to repair the damaged/broken spring on the sofa.  The repair company did not indicate any occurrence of mold visually or otherwise on his inspection report.  At this point, we have attempted to make arrangements to repair the sofa to like new condition.  We have sent the replacement parts and the repair company is awaiting a response from you.

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18451563
  
  I am rejecting this response because:
  
  Did you not read anything and see the photos ??? The couch is  Loaded with dangerous mold !!!!I am asking for full refund !!!!,that is not fixable !!!!!!! Its deadly !!! Read the news!!! Would you put yourself or your family in a couch infested with mold growing !!???? Are you crazy?! A spring would not fix that ! This is un fixable !!!! I demand full refund !! It warrants more for health hazard 
  
  *********************

• Initial Complaint

  Date:11/13/2022

  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.

  Non responsiveness to warantee communication. I had issues with the colors being mismatched and shipping damage, I was in contact with a customer service agent who needed proof of the issue, which then when I provided it, I never received a response, even on multiple follow **** I would like a replacement piece for the couch and new covers, as were discussed in the email traffic with customer service representative (email was Thetan Ariyamitr <************************************>), original order number was ************. Thanks.

  Business Response

  Date: 01/05/2023

  This customer contacted us several months after receiving their merchandise. I requested pictures and a copy of their delivery receipt on November 16th, 2020. I received none of the requested documents to substantiate their claims. Further, the requested documents were not submitted through our customer service portal. As of today's date, we have still not received any proof that the sofa was received damaged.  The images provided with this submission do not show any issues. 

  At this point, there is nothing we can do to assist this customer.

• Initial Complaint

  Date:09/03/2022

  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 have already sent information via certified mail to The Futon Shop that included my request for a *partial* refund based on a calculation they provided. I have attached that as well as the return receipt. I have not received a response from The Futon Shop in regard to that letter and supporting documentation. I am concerned about several poor business practices in my interaction with them including: 1) Bait and switch of an internet deal - Promising me a refund then using policies not previously shared with me as reasons why I could not receive a refund. 2) Promising me White ***** delivery, then sending inexperienced furniture movers who themselves told me they typically just leave the delivery at the door. When they could not get the furniture into my home, despite that I had checked the measurements before ordering, I was forced to refuse the shipment. 3) Saying my couch was damaged when it arrived at The Futon Shop, though it was not damaged when it left my home, and I was never in possession of the couch. 4) It took a week for anyone from The Futon Shop to get back to me after I called three times over the course of the week, the first time being immediately after the attempted delivery. I was then later told by a representative of the Futon Shop that if I had called them before refusing the couch, they could have done more from me. That had not been stated in writing or verbally to me prior to that, so how was I supposed to know to do that? Also, due to time zone differences, the Futon Shop was not open at the time of my delivery. I had no choice but to refuse the couch as I was not willing to take position of it without talking with them. Then, as I stated above, it took them a week to get back to me when I did call. Please review my attachments for additional information on each issues. I had no way of editing out personal information in the attached PDF, but as per your Complaint Submission Terms, you, the BBB if needed.

  Business Response

  Date: 09/09/2022

  This customer purchased a chemical free sofa from us on February 25, 2022 after having to refuse a shipment from another vendor as the previous furniture she ordered could not fit into her apartment. Our customer service team reviewed the dimensions with this customer, in addition to the dimensions being shown and described on our website. Her sales representative was very clear about returns and refunds at the time of purchase, especially after being made aware of this customers previous experience. We shipped the sofa on April 1st with Ceva Logistics under tracking number OV90065594. The sofa could not fit into this customers apartment and so she refused it on April 15, 2022. This customer was aware of the size of the sofa she purchased,with the dimensions being provided directly to her as well as posted on our website. It is the customers responsibility to ensure that the product she purchased will fit in her space. We made and shipped the item she purchased and she refused the order. We were forced to have the item returned to us or we would have been charged storage fees on a daily basis.
  The sofa was returned June 21, 2022. Our published policy states that sofa sales are final, however, we did agree to take back the sofa for this specific customer with the understanding that the customer would be responsible for all shipping fees as well as a 20% cancellation fee with the remaining balance issued as instore credit. Attached is an email correspondence between the customer and our sales staff explaining that if the customer wishes to cancel her order, there would be a 20% cancellation fee and that she would be responsible for the freight. The customer agreed to this and we received the sofa and issued the instore credit. The outbound shipping charges were $776.10 and the return is $763.52.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17903657
  
  I am rejecting this response because:
  

  The first statement in The Futon's Shop's response is completely incorrect. I had purchased a couch and chair from another vendor that I accepted and had in my home for several days when I started to have a severe chemical reaction to the glue in the furniture. I had to get them out of my home immediately at that point. That couch that was part of that set was larger than the one I bought from The Futon Shop.

  I have never refused furniture prior to the couch from The Futon Shop. I ordered from The Futon Shop because of the chemical reaction I had to the other vendor's furniture, and I ordered this couch based on the fact that it was similar in size (though smaller in width) that the previous couch that had made it into and out of my home with no problem.

  I had addressed all other points mentioned by The Futon Shop in a letter and supporting documentation that I had sent to them certified mail and had received a return receipt. They never responded to that letter. I did attach that letter and supporting documentation and the return receipt to my original BBB complaint. For some reason, only the return receipt attachments are showing (I had emailed asking about this and was told the attachment was included, but it is not).

  So I am attached that information again. All of the information involving my request is in there, and my counterpoints to The Futon Shop's statement, are in there. 

   

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/07/2022

  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 a futon frame from the futon shop. The frame is an absolute piece of garbage and can not even hold a 90 pounds daughter. I didnt buy for display and I want a full refund because this is wrong and I will not accept it to be scammed and my money wasted for nothing. The futon shop is responsible for delivering a functional and safe piece of furniture not a toy and if they refuse to solve this problem I will not stop until I get my refund. This is a scam and someone need to put them out of business. BBB claim that they have resolved issues with this specific company hopefully this is not another scam and nothing will happen

  Business Response

  Date: 09/09/2022

  We have been in contact with this customer.  This product falls under our warranty policy.  The warranty part was ordered with the manufacturer and is on its way.

• Initial Complaint

  Date:07/25/2022

  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've tried to resolve the problem through the manager *********** and wrote an email to him on July 20, yet he hasn't responded to my email. Please read the attached email and respond to resolve the issues. * Date of the transaction: April 16, 2022 * The amount of money you paid the business: $4575.00 * What the nature of the dispute is: requesting the resolution of the problem or a refund of $2250 - there's no reason I have to pay the full amount of $4575 when the product didn't meet the quality and the basic comfortability of the sofa - not just the cushions are lumpy and just filled with mostly wool fills instead of the latex but the individual cushions don't stay in place and slipping off - I didn't pay over $4500 to get frustrated by these problems. * Order number: #************ I'm only requesting a refund of $2250 since ************ tried to resolve the issue and understand the shipping/manufacturing cost that has already occurred even though I wouldn't pay $2325 for this sofa that gives me body soreness and headache.

  Business Response

  Date: 09/09/2022

  We have worked with customer for several weeks. We replaced her cushions with new ones at no charge.   They are made with plush batted fiber, causing it to appear puffy.  This is not a defect.  This item is a custom made sofa and is non-returnable and we are unable to provide a refund. 

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17622778
  
  I am rejecting this response because: Plush batted fiber? I spent more than 2 times buying your sofa just because it was made of organic Latex, Organic Wool, organic cotton, and coconut coils. As the ordinary sofa is majorly made of Polyurethane layered with a thin Polyfill which I thought you guys replaced with the organic Latex and organic wool but the one I received with is just filled with the ordinary spring coil and a tiny thin-sized latex filled up with something wool fill like which you guys told me that would be replaced with the latex, yet Ive received the one that was just filled with this wool fill looking like stuff with a tiny thin sized latex. Not just that, these cushions are just sliding off all day and dont even stay in places, to begin with, but also give me back pain just to sit on them.
  Just because you guys replaced the cushion with the worse stuff doesnt mean I should be okay with it after paying over $4,500. You guys cant just take that money and send this sofa thats filled up with a cheap material that doesnt even function properly the sofa structure must be engineered incorrectly to be falling apart like this. Please fix these issues or process a return.
  I didnt trust your company and paid way more than the regular sofa price to receive the one thats filled with plush batted fiber. 
  
  Sincerely,
  
  *************************