The Futon Shop — Local services in San Mateo

Pros:

Customer service We stopped by the showroom in San Mateo to look at the futons in person and to try them out in November. I asked my husband, who is very tall (6’4”), to try it out and he find that it fits him well and was very comfortable. We wanted to get a couch that could convert into an extra bed for guests that is also non-toxic, comfortable, and affordable. After much research and thought, we decided to get it in March while it was on sale.

Miguel was very helpful and answered all of my one million questions. I appreciated his honesty and non-pushy salesman attitude. He said most customers already made up their mind about purchasing so he didn’t need to convince them. This is so true! He helped me place the order. We got the Amish Bent in Queen and Loveseat along with the mattresses. The covers I wanted were out of stock so I was able to pick out another one, which I absolutely love. I also got a mattress protector since I have two small kids and a dog.

Once my order was completed, I went to pick them up in my minivan. David was very helpful in helping me load all of the cumbersome boxes and they all fit!

They offer 12 months financing free interest!

Comfort We’ve had our futons for two months now and I could attest that they are so comfortable! I love sitting on it and sleeping on it. All of my visiting family members also find them very comfortable, and some are even considering purchasing one.

I’ve never owned or even considered getting a futon in my life, and I am a 43 year old woman. I pick furniture that is aesthetically pleasing, eco-friendly, natural, comfortable, practical and functional. I find these futons to fit the bill!

Cons: The covers were cumbersome to put on since the mattresses were so heavy, which only means that the mattresses are of great quality. That will probably make washing a pain in butt. Definitely needs two people to do it, and my husband and I had a hard time. I put a blanket on the futon that gets the most activity for easy washing. We can’t have everything 100% easy and perfect so I can live with this. Love that the covers are washable. I will spot clean most of the time and maybe wash every 6 months.

We got a queen so the mattress kept sliding down (even with anti-slip sheets under the mattress) making the seat stick out more than we wanted. We were told that it needed to be trained. It’s still pretty new and we haven’t sat on it often so we will see how it will be after a year.

Turning it into a bed is tough for me (I am about 105lbs and 5’6”). It requires two people to do it easily, but I still try to do it myself anyway. It helps to look at the wooden frame where the stop slots are.

Overall, I am super happy with my purchase and looking forward to enjoying them for a long time. I recommend it to those who don’t mind having a non-toxic couch/futon that requires some maintenance (mattress and cover shifting around) every...

Consider all sales final no matter if they arrive very late, defective, or are sold to you based on misinformation (all three in my case), because they will not give you anything but a store credit, minus a 20% restocking fee, and only if you return within 3 days. This might actually be within 3 days of *purchase!!, so be careful, I've had conflicting responses about that.

The products took a month to receive (not 1-2 weeks as stated and still I didn't receive the whole order for even longer), it was defective (not just the bolts, but the frame had a dowel showing in a part that could not be fixed), and after speaking to the manufacturer, I found out it was not even warranted for the task (250lb weight limit). Yet I was refused a full refund repeatedly. I asked them to fwd my issue to the owner—Suzanne Diamond, had tried talking to Tyler my salesman, Miguel at the store, Destiny in online Customer Service, Victoria—another store employee, and Chris in the warranty dept.…. Sometimes they didn’t respond to emails. Nobody would authorize the full refund. I filed a complaint with the BBB.

After about 50 emails related to this issue, several calls and a complaint to the BBB, they did eventually refund my purchase in full. I was't going to leave a bad review but they lied to the BBB about extending their return policy from 3 days to 2 months for me (not for a full refund, they didn't, and it was only 2 months if you count from the date I placed the order!! The reason for return didn't exist until I received the order). I hadn't even had the futon for close to 2 months yet. By the way, all this nonsense is considered a good faith response by the BBB.org. Ha! Their BBB Rating is highly manipulated by their ability to refer to this insane policy. If you have money and time to burn, you might also get a similarly...

This review is from Paul Peterson and Tracy Donovan, INVOICE #: 019000006684 We're giving 5 stars for one individual we dealt with in our mattress adventure. Miguel was helpful and patient and thorough.

We ordered an Organic Cocopedic Extra Firm Coconut Mattress. This mattress is described as Extra Firm, but it is not. Firm maybe, but it is NOT Extra Firm. My wife and I have an Extra Firm Coconut mattress that we bought several years ago and meant to replace it. We live in Minnesota and the above mattress was on sale for the holidays for 50% off. After a few nights, we admitted that despite the huge inconvenience and cost, we would send it back. We rolled it up and packaged it (two-day's work) and discovered it would be $650 to ship it. We donated the mattress and eventually got $670 in store credit.

I'm really writing this because Miguel checked every avenue to make this the best possible outcome (spending $600+ more dollars, including $400 to ship the new mattress because it's so firm it doesn't roll). I want to give Miguel credit for his time and effort.

The lesson for us is that long-distance mattress purchasing is risky, unless you know for absolute certain the model is what you want. Returning it is not a real option, given the shipping cost. The only way forward is to spend more money. Lesson learned, we're smarter now

In the end, a person or family in need will benefit from the new,...