The Futon Shop

Verified by yext

If I could give negative stars, I would.

I ordered multiple products from this store, and every single order had an issue — incorrect items, mislabeled products, and even torn pillow covers. Not one transaction went smoothly.

The customer service experience was even worse. I was told that a refund had been processed when it had not. I also received inappropriate and unprofessional comments during communication, including remarks unrelated to my order that made me uncomfortable. That is completely unacceptable.

Instead of taking responsibility for repeated mistakes, I was given excuses and conflicting explanations. What should have been a simple purchase turned into a prolonged, frustrating ordeal.

Between the repeated errors, misleading information, and inappropriate conduct, I would strongly caution anyone considering buying from this store.

Products great. Staff great But very very understaffed. Always have multiple customers with just one person working. I was picking up my things and have to wait for 15' and no one was around. Some customers left because no one was attending them. The company needs to do a better job.

My first time shopping for my Interior Design Business and I was very impressed.

Burt is an excellent, knowledgeable and professional Manager.

David Diamond is a highly competent, knowledgeable, reliable and an excellent communicator. He demonstrated intricate knowledge of all the inventory and guided me to make the best decision to suit my needs. I would definitely shop there again.

Christopher was truly awesome! He made the process of not only helping me to find the best futon for my situation but also make the purchasing part a breeze. Thank you for your patience and kindness!
Will definitely be purchasing from The Futon Shop again for my family!

What an experience! Several years ago, we had researched and saved up for a Futon Shop mattress to replace an old foam one. It feels & fits great, and aligns with our ecologically-minded values. Then we got pillows a couple years later - which are also great. So we decided to work with them to create custom cushions to fit our unique built-in living room couch - something we were worried about because of how custom fit each cushion would need to be. We also had two leather couch cushions needing replacement. On the phone, David was reassuring and eager to take on the project. We were still worried about the custom cuts, and ended up visiting in-person to review dimensions, test things out, and feel fabrics. David and Burt were very friendly and patient. They gave us lots of their time…! And we didn’t need to worry. They were able to match dimensions using our old cushion covers, and everything fits & looks amazing. And we decided to go with a non-leather all-cork alternative fabric that matches our leather couch. We feel good about the sourcing, the non-toxic materials, and the people that helped us make it happen. Five stars.

Over the last several years, I have bought 6 organic mattresses through the Futon Shop - including crib futons for my kids and single mattresses as well as a queen for myself and a double for a little cabin. I thought of futons as very thin and hard so I was nervous when I first look at their website. I initially found the Futon Shop because they had organic mattresses and that was my goal at the time. But their organic futon mattresses are so incredibly comfortable and really that is what has kept me coming back. The way you have to worry about springs breaking or beds sagging with more traditional mattresses are not relevant with these kinds of mattresses. They are thick like any other mattress but without all the complications. They are so comfortable that my husband who traditionally had back problems while sleeping stopped having any issues. Both my kids sleep really well on these mattresses. We bought their organic crib futon mattress and when they outgrew it, we put it on the floor as a soft play area, which they used a surprising amount. These mattresses are so wonderful that when we moved internationally, I just felt overwhelmed trying to figure out how to gauge which "regular" mattress would be a good fit over the long term. It's a big decision to buy a mattress. Eventually, I decided to have The Futon Shop ship a mattress to me internationally. Burt was incredibly helpful and we picked a version with latex to accommodate the humidity here. How we sleep is so important. Knowing we can rest in a place that is comfortable, non toxic, produced ethically and by a company that cares and contributes to our community brings me a lot of joy. I have called several times to work out my order and discuss my options, its wonderful to have real people at the other end! I highly recommend the Futon Shop! Such an asset to have these unique mattresses available!

I am writing to express my profound disappointment and extreme dissatisfaction with both the quality of your "premium" CHEMICAL FREE COCOSUPPORT mattress and the unhelpful customer service I've received.

Despite diligently following all care instructions, including regular flipping, rotating, and airing out, the mattress developed significant unevenness and painful lumps within months of purchase. This has led to severe discomfort, impacting my sleep and causing back pain that has unfortunately resulted in medical expenses. This is completely unacceptable for a product marketed as premium.

My attempts to seek a resolution through your customer service have been equally frustrating. The only "advice" offered was to continue performing the same care actions that clearly weren't working. When I attempted to escalate and explore the possibility of a manufacturing defect, my concerns were dismissed as "standard compression and wear and tear" not covered under warranty.

The lack of meaningful support and the dismissive attitude of your customer service have only compounded my negative experience. It's clear that your company is unwilling to stand behind its products or address legitimate quality concerns. This has been one of the worst purchase decisions I have ever made. I will certainly be sharing my experience with others to prevent them from making the same mistake.