thefutonshop.com Reviews
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2.5 / 5
Average user rating
1080
Total reviews
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thefutonshop.com Reviews
Read real experiences from customers of thefutonshop.com.
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Jeremy Ryan
March 13, 2026
Excellent Customer Service
These 4 stars go out to the customer service. We ordered a 2-piece tatami mat that came in 4 pieces instead of 2. I reached out to the shop in San Francisco and connected with the store manager, Burt. He was apologetic for the mistake, and even though he doesn't typically handle customer service for online orders, he assured me he would help correct the mistake and make it right. That same day, he reached out to his manager for approval and connected with shipping to have my order fully refunded and begin the return process. I truly felt taken care of by him and credit him for going above and beyond to take care of the customer.
Jeanette Clarke
March 12, 2026
Happy with futon shop in Finchley…
I went to the futon shop in Finchley Road and the experience has been great. They had a really good sale..excellent prices. And the staff were very helpful. I found my bench easy to assemble, and it's so practical. Good loading bay out the back for collecting my items. Highly recommend. Happy bunny.
David
March 11, 2026
Do not buy from this store.
Do not buy from this store.What should have been a simple futon purchase turned into a six-week nightmare, and I still do not have a usable couch.I waited three weeks for my futon to arrive for pickup. When it finally did, I found out that two critical parts were missing, and two wrong parts had been included instead, which made assembly impossible. After waiting that long, I was left with a product I could not even use.I contacted customer service immediately, and that only made the experience worse. It took more than three business days just to get a response, and after that, communication moved at an incredibly slow pace of about one message per day. Instead of treating this like an obvious mistake that needed to be fixed quickly, they dragged the process out and even questioned whether I was telling the truth about the missing parts.Eventually, they agreed to send the correct pieces. But now another three weeks have passed, and the parts still have not shipped.So here is the reality: six weeks after paying this company, I still do not have a couch to sit on.That says everything you need to know about how this business treats customers once they already have your money. The customer service feels disorganized, underqualified, and completely unable to resolve even a basic issue in a reasonable amount of time. I can sympathize with an employee who seems unsupported, but that only reflects worse on the company itself.What makes this even more concerning is that my experience does not appear to be unique. Other reviews describe similar problems with delays, missing items, poor communication, and endless runaround. At that point, this stops looking like a one-time mistake and starts looking like a pattern.There are too many other places to buy furniture to risk dealing with this kind of incompetence and frustration. Save yourself the stress and shop somewhere else.
RJ Hullett
February 25, 2026
They sent me a futon cover instead of…
They sent me a futon cover instead of futon mattress, then told me I can only return it for store credit after them charging me 20% for restocking fee. Dumb policy and terrible customer service, the futon cover isn't even nice it's hard I don't know who would order this.
Jay
February 17, 2026
I wish I had looked at their recurring…
I wish I had looked at their recurring complaints on here, BBB and Google beforehand. I encourage others to do so before shopping here.
Alicia Willette
November 21, 2025
Absolutely horrible
I ordered a futon mattress, wool and latex, that was like sleeping on cobblestones. I've slept on futons for the majority of my adult life and their response to my terrible experience with their very expensive mattress is that "comfort is personal". I could only donate the mattress for 50% of the fee for store credit. Absolutely do not recommend this scam of a company. I would give zero stars if I could.
Tatyana B.
October 18, 2025
~$1.5K order customer service
I placed an order for an approximately $1,500, but next day there was a death in a family, so I had to travel indefinitely. Three days after I finally got a minute to contact the Futon Shop for a cancellation. They were very accommodating and posted the refund right away - no questions asked. I really appreciated them making the process easy.I was surprised to see so many negative reviews on here. But based on my experience I would absolutely purchase from this seller - they were easy to work with and honest.
Marian B
October 10, 2025
After purchasing a 3k+ sofa bed I did…
After purchasing a 3k+ sofa bed I did my due diligence and looked at the reviews. OMG 😳 After seeing the negative reviews and thinking about the “30 day” warranty and the complaints about attempting to return anything I called the Walnut Creek store the next day and cancelled my order. I had to call the regional manager who asked why I cancelled as I seemed to like the couch in the store. I explained that all of the negative reviews made me decide I didn’t want to spend my money at a store that didn’t seem concerned about customer satisfaction and quality issues. After getting my credit card information including the code my order was refunded in full. All I can say is buyer beware. There were no brochures on anything there so you had to rely on what you are told. I think that’s a recipe for disaster. I’m giving 4 stars because my order was quickly refunded.
Elizabeth
September 26, 2025
I ordered an organic cotton and wool…
I ordered an organic cotton and wool mattress. It reeks like a barnyard. The customer service guy said the smell should “start to dissipate in a month” START! In a month! If I sleep on this mat I will smell like a barnyard and have to smell it all night long. Can’t return it. Scammed.
Judy P
August 20, 2025
Best customer service anywhere …
The customer service shown by Mo & Assi while I was trying to find a replacement futon for a very old sofa bed was outstanding. From identifying which bed I actually had (which was not what I said it was!) to choosing fabric and finally, paying…. and all in a very timely manner. I am so appreciative of their efforts.
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