The Futon Shop — Attraction in San Marcos

I've been waiting to write a review, hoping for a resolution, but it's been 8 1/2 months and I haven't gotten it yet.

If you want a quality sofa with cushions that fit correctly, don’t order from The Futon Shop.

I ordered the Daisy sectional 8 1/2 months ago when it arrived it was poorly made. The most obvious problem was that the back cushions were too short, but there were quality issues all over including the fabric and seams.

I immediately called and talked to Matthew (who by the way, has been very nice and as helpful as possible throughout the process). He told me that the cushions indeed looked wrong and immediately ordered new ones. I also emailed about my other complaints and didn’t get a response for a while. After calling and emailing the main customer service line I finally got a response from Edith (a regional supervisor) saying that yes, it did look like there were quality issues.

Matthew delivered the new cushions to me and they were basically the same as the first ones, too small. He also saw the sectional and said that the quality of the sofa overall was not up to their standards and was going to recommend that they remake the whole thing. He also recommended choosing a different fabric since the Hemp didn’t seem to be working and was pulling and pilling and snagged.

So they reordered the whole sofa in a different fabric, and when it arrived the cushions were again too short (about a 6 inch gap in the back where there is no cushion). This is now 6 months after I ordered.

They remade them again, next time only making two, assuming I’d use one of my current cushions (there are 3 total). They made the new cushions completely differently, sewn differently, not filled fully, and about 4 inches taller than the ones I already had, so obviously that didn’t look good paired with one of my old cushions. At this point it had been 7 months since ordering.

I emailed them again asking for the cushions to be re-made correctly and asked for a partial refund of 15% since I’d been dealing with their many mistakes for months and still didn’t have the correct product that I paid for. I didn’t get a response for weeks until I followed up again. Edith said that more cushions had been ordered and that I’d get them in two weeks.

She ignored my request for a partial refund until I asked again and then just told me no. I’ve asked several times to speak to a higher level of management, and the only answer I’ve gotten is “I am a supervisor”.

I keep getting responses like “well, we didn’t charge you to change the fabric” but they were the ones that told me to choose a different fabric. And in fact, the second fabric cost less than the one I paid for, so I should have gotten a refund for the difference anyway.

The only thing she would offer me is two free pillows or a $200 store credit to use in the future. Well, I already have pillows and I’m never buying anything from this store again. So I still haven’t gotten a reasonable resolution.

I was told the 5th remake of the cushions has been delivered to the store and someone would be in contact to arrange a delivery - but that was a week and a half ago and I haven’t been contacted yet.

This has been the most frustrating experience, a waste of my time, and I cannot recommend...

BUYER BEWARE: These beds can be extremely toxic. We've bought two from them, the first one was just fine. Used it on carpet, hardwood, it's wonderful. Still have it, still love it. The second bed we bought put me in the hospital. Less than a month after using it, I started getting sick. We thought our apartment had mold. Turns out it was the bed. Also turns out this is a common problem. Calling up the store, they told me other customers have also experienced this, and that it's just something that happens if used on carpets. (Despite our other bed being just fine for months on carpet?? I've also had zero issues with regular mattresses on carpets--for years!) There was no empathy for our situation, just blame placed on us. Apparently they "always tell their customers" about this issue, but they never once told us. Not either time we bought either bed. The bed is worthless now, I can't return it, can't donate it, and it's brand new. Will not shop here again. I'm not risking our health on a 50% chance.

Edit: Update, I looked up this company on Better Business Bureau and this is an actual issue. They use the chemical Sodium Borate, which has caused other people to be sick as well. This is dangerous and should be made apparent to ALL customers.

Edit 2, responding to owner comment: Our first futon of the same style worked perfectly fine in the exact same conditions for months. This second one did not. I added a waterproof allergy cover after I got sick from the second, and it still made me sick. There is no smell, no noticeable mold of any kind. Other people are getting sick. We were never informed about any of these potential issues. This is not a lack of understanding on my part, but an act of...

I genuinely cannot recommend this company more highly. The quality of the cover, above and beyond customer service, and honesty is so appreciated by me as a small business owner. I originally bought a cover that was not quite what I was expecting so I returned it but had found another cover of theirs that I loved. After explaining my situation in an email to the returns department, I got an email from a sales manager named Christopher. He provided me with his direct contact number and went above and beyond to help me sort out the refund properly. I was given a few options but decided to purchase the cover I wanted and trust they would honor the return I had made when received. Christopher followed up with me every step of the process directly until my new order was received and when the return item was received he called me directly to process the refund. I wasn’t able to get back to him until a few weeks later and by that point we loved the cover so much so I decided to use the refund toward another cover as a back up one to rotate when cleaning because it was so well made and could not have fit the space...