Worst online purchasing experience I have ever had. I bought a futon frame and a mattress, both queen size. The frame I received is 58 wide instead of 60 (the mattress is 60). They acknowledged the problem and sent another frame, which was again 58 instead of 60. They told me that it could have been a problem with the manufacturer, and that they would have contacted me again. Nobody did. They wouldnt reply to my calls and emails. After one months of attempts they offered me 200$ discount, which I didnt accept as I want the 2300$ frame plus mattress to match. I havent heard from them since then (1month). I am about to contact the credit card company to see if I can reverse the charge, as I have proof I have never receiver the product I ordered.

Please think twice before buying any product from them. I purchased a sofa bed futon early in November. They delivered it early February. It arrived damaged. And they also damaged my slate entryway during the delivery. They gave me a small credit adjustment. The 2nd sofa bed they sent now has a broken wheel. When they get around sending a replacement I will have to hire someone to lift this 100lb sofa bed to replace the wheel. Its been 2 weeks and they have not even responded to my replacement request. Their cust service is horrible - if you do buy something from them - pray it does not have a repair issue because you will be out of luck. Worst product and service - they just do not care.

Walked in wanting to purchase a futon since Im looking for something more comfortable since I was diagnosed with a herniated disc and my fiance and I are satisfied with the Jennifer who was very very helpful. Helped us pick a cover and she was very thorough when it came to the different futons.

This location is open on Sunday 10am - 5pm now

Love the product! Such peace of mind for me and my baby to sleep on something natural but also comfortable. Both Joe and Edith were both honest and helpful in explaining the products to lead me to find exactly what was going to work for me! Definitely recommend!

After 7 1/2 years on my previous futon frame and memory foam mattress from your store, which was used as a daily sofa, it was time for a new mattress.On 10/17/20, I went into the Costa Mesa store about 10:15am, the doors were closed and locked, (sign and website said you open at 10am). I thought maybe I missed something on your website that I looked at the day prior that I need an appointment, since some stores are doing that due to Covid. So I called the store and no answer. I got a tea, and waited until about 10:30am, and started to walk back to my car. A short time after 10:30am, Matthew called me back (apparently using caller ID). He said the store was open so I returned.Upon walking in, Matthew was sitting at the desk stuffing his face with McDonalds. I told him I was looking for a replacement mattress for the one I purchased from the store 7 1/2 years ago. He said something like, ok. I asked him which mattress he recommended and that I use it as a daily sofa. He pointed to three different ones, identifying them by the cover colors, (not stopping from eating his McDonalds).After trying them out several times, I settled on the full pocket coil wool organic. Then it was time to pick out a cover. I mentioned and even brought the one I had that I also bought from the store with my mattress, but I wanted something a bit different in color. He pointed to the swatch books in the corner, still not getting up. I looked at several and decided on one.He was writing up my invoice and started complaining about his job and commute and how he cant afford to move closer. Not my problem, all I wanted was good customer service on a $1200.00 purchase!He told me it should be about 2 weeks for the order to be delivered.On 10/26, I called the main number to check the order status as I looked on the website and it said no orders were found, and spoke with Kenia and Edith that day, they confirmed the mattress was ready in LA, and they were still waiting on the cover. I said lets set up delivery for the mattress and figure out the cover when its ready, as I could cover it with a sheet. The mattress was delivered the next day.On 11/2, I called to check the status of the cover. Somehow, I pressed the sales rep option in error and got routed to Matthew.Here is how that conversation went:Me: I am inquiring about the mattress cover, I had the invoice number, which he didnt ask for.Matthew: Someone would call when it was ready.Me: You didnt even ask for my name!Matthew: it doesnt matter, we will call you when its ready.Me: ok, bye.I called back and got routed back to Kenia or Edith in SF, (I cant recall who works where). She told me shed check the status and call me back. She called back later that day and said the cover is ready in SF, and they can ship it direct to me.Why couldnt Matthew do this?Did I interrupt another meal at his desk on the show floor?- - -11/5 - cover finally arrives. It had a weird smell, so I washed it in cold water, no agitator in my washer, no bleach, All free and clear laundry soap with no color or bleach in it, line dried it overnight and the next day there are lighter color than it (a light sand color) streaks thru it. Friday, 11/6, I emailed photos in and after calling the warranty department all day Friday, Monday and Tuesday and getting no answer, finally get an email back on Tuesday, saying the fabric wouldnt run as described as they tried washing a small piece of the fabric. Photos are attached, however, the color being a light sand and the streaks white, it does not photograph great! They cant replace it with no cost, but I could buy a new cover for a $30 discount on a $1200 purchase! I am not sure who made that decision - - But, thanks but no thanks.And sadly it is a sofa for my tiny apartment, so I have to look at it.This will be my LAST purchase from The Futon Shop, ever.

By far the worse customer service and policy online. My inquiry kept being answered by different people and each time I have to explain from the start. Price adjustment policy is ridiculous. Bought their stuff online since Im not near a store. They will adjust price however it will be a store credit which cant be used online, only instore or by phone. What day and age is this!?! Never spending money here.

Customer service is non-existent, astounded to see ANY positive reviews. I tried to call their customer service number twice, both with no response. I then sent an email with my questions and have not received a reply. Very shady to say the least. I asked the same questions to Avocado Mattress and they replied instantly so I bought from them.

Ordered a futon months ago, never sent full order and customer support is useless, they just say it will come soon, but never even ask for order number. Do not waste your money here.

Organic beds and Futon Mattress great quality of products.pillows and other items. I was able to buy a solid wood futon frame with no finish and a chemical futon mattress to put on it and a all cotton cover. So happy with my chemical free purchase.

Mark provided me with 5 star service, really took care of me, and made sure I was completely happy with my purchases, and my experience with the store. I felt heard, respected, and cared for. Any problems or concerns I had, he listened, addressed them, and made sure everything was taken care of. Mark provided me with the kind of customer service you dont see too often these days, and it is so great to know that there are still businesses that care about their customers as much as they care about making money off of you by selling you stuff.

I purchased a futon here in May 2020 and I am still awaiting the futon cover 2 months later. I will never recommend this company because they also don’t allow refunds and it’s not posted anywhere in the store.

Great place to shop. Matthew and Tristan have the best and friendliest customer service attitude I have seen in a long time and was above and beyond my expectations. If your in the market for a modern sofa bed or a futon I highly recommended going there to check them out.

Great products and extremely knowledgeable and helpful staff. Quick turnaround with buying and receiving futon. Thank you!! Would highly recommend!

Fantastic service great knowledge of organic materials. Will work with to the ends of the earth to get you a the perfect futon to fit your dreams and desires. Matthew rules.

They dont stand behind their product. Their warranty is worth nothing. Ive had a mattress that I paid almost $1,000 for with tax and only had it just about one year March 4th. It is severely cupping and has a high spot in the middle. I turn and flip this mattress every week. I emailed the warranty department to work out something with them. Chris, the warranty manager, emailed me back they would do a warranty exchange. I said I agree I and would be interested in a specific futon mattress. His next email offer was so ridiculous I cant even believe it! He quoted the original full price of my mattress in exchange for another mattress at its original full price asking me to spend another over $800-900 more in their store. I originally paid on sale about $895 plus tax for my current mattress. The other mattress I was interested in on sale for $1077. One would assume you would pay the difference between the 2 plus tax right? What a bunch of crooks! Stay away! If youre looking for a natural no boc mattress or futon go elsewhere. There are plenty of other companies out there these days.

Place is fantastic. If you are looking for quality and options, this is the place. Amazing!

This is where decent craigslist futons are born. These are the only quality futons in San Diego. The mattresses are great. Saving up for a mattress.

I do realize there are glowing reviews of this business (thats why we went there) but our experience couldnt have been worse.We ordered a futon at the store, in less than 5 minutes and paid for it. Were told it would be there within 3-4 days. 10 days later when we didnt receive any calls or our futon, we called Matthew to ask what was going on. He said he only calls when the product arrives. We told him that it was 10 days and he had said 3-4 days and that we should have at least received a call saying there was a delay. He again said it was the POLICY to call when the product arrives no matter how long it takes. We explained to him that it is reasonable to expect a call if the business doesnt deliver when promised to at least call with an update and when it might be ready. He again reiterated it was against their policy!! All we were saying was that he should have at least called to tell us about the delay and the inconvenience.It took 15 minutes for him to agree that a call would have been appropriate (even though it is against their POLICY)!! And of course, still no update on when it would be ready!! I dont know how a business cannot make a phone call to the manufacturer and get an ETA.The following day we got a voicemail saying they didnt make that model anymore!!! So for all I know he never even contacted the manufacturer until we called him, if not they would have told him they werent making that model/color anymore.Very poor customer service. He should get some training on how to interact with customers. Customers who paid and didnt get what they were promised couldnt care less about your asinine POLICY!We did get a prompt refund though.

Dont buy from them! The worst. Buy ANYWHERE else - believe me. Salespeople lie, futons received damaged, delivery drivers dont show up when youre told they will be there, & customer service skills are non-existent. Oh sure, they will reply to this social media post claiming they are sorry & want to help. But that is all a P.R. tactic to try & make review readers think the company is earnest & cares. Trust me, they dont. Once you contact them, they block you! I though the problems were only with the La Jolla store, but then I saw bad reviews at other locations, and then had their headquarters block me & not respond to my concerns. So, they stink from the top, down.

Good quality merchandise and amazingly friendly help. I had a simple basic positive experience. The sale deals are off da chain

Thanks to Matthew our purchase was quick and easy. The Futon Shop is a friendly place with helpful employees. Thank you Futon Shop.

The Futon Shop is a quaint and wonderful shop for futons, mattresses and cushions, designs etc. Matthew was extremely helpful and kind! It was a great experience ! Thank you 

Good selection, very helpful staff and quick delivery. Futon is excellent and arrived as expected/described.

Great quality products and very helpful employees