I am beyond frustrated with my experience at The Futon Shop. I purchased a mattress that arrived with visible damage and, to make matters worse, was missing the handles entirely. Following their instructions, I sent over detailed photo evidence of the defects immediately. They were responsive right up until they received the proof, but as soon as they saw the damage, they went completely silent. I have tried calling and emailing multiple times to get this resolved, but they are flat-out ignoring me. It is incredibly unprofessional to go "ghost" on a customer after sending a defective product. They have made zero effort to make this right. Save yourself the headache and take your business elsewhere because once they have your money, they clearly don't care about the quality of the product you receive. They also tried to cover the damage with brown tape very deceptive read more

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Stay away from getting it shipped! Inspect any futon carefully! I ordered a futon from the Futon Shop. It was shipped to me. Upon opening I realized that one section of the futon is very underfilled. When folded, if you sit on the bad side, you slide toward the arm of the frame. It is a bout 4" difference so you can't sit on that end without sliding. I ordered on the phone and forgot to ask about return policies. The invoice says I can only exchange and have to return in the original packaging. No way can I do that since the futon was very compressed for shipping. I sent a complaint to customer service yesterday, 12/30, and am looking forward to a positive resolution. read more

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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. read more

Buyer beware: The headboards for this bed do not match the antiqued veneer that are in the online photos. Customer service told me that they can't account for the woodgrain since all woodgrain varies (obviously) but as you can see in my attached photos of the headboards the backside of the headboards has the beautiful antiqued veneer that is comparable to the online photos while the front facing side has a completely different grain than the backside. If this was a solid piece of wood it would be impossible for the grains to differentiate that much on each side. The headboards are made of a manufactured wood to make them lighter verses the frame that is solid wood so the grain is something that is completely within the manufacturers control since the "grain" is a veneer. When I pointed this out to customer services they stopped responding to my emails. (And before someone says that I attached the headboards backwards that is not possible since there is a slight curve to the wood for the headboards to sit flush with the back bedrail so they cannot be attached any other way, trust me I tried.) The Futon Shop is clearly not checking the beds they're sending out for quality control. Which is frustrating since I waited over 3 months to receive my bed. There were also holes that should have been drilled or at least partially pre-drilled into the back of the headboards and back bedrail for the "wooden triangle" shaped braces that were not present. The drill holes for inner lip of the bed rail for the "wooden cover" piece to be installed to secure the headboards were also not drilled. I know this may seem nitpicky but all the other holes for this bed are drilled or at least partially drilled so that you can just use a screwdriver to secure the screw into the bed without a drill so it was jarring to all the sudden have no drill holes where something was supposed to be installed and no instructions besides a picture. Customer service is very responsive which is nice but they were unwilling to do anything to remediate the situation. They did send me a picture of the written instructions for installation that were not sent out with the bed. Unfortunately, those did not help clarify any of my questions. Futonland does also have the Zen bed in stock and I have been in contact with them about purchasing headboards since the Futon Shop will not replace the faulty ones they sent me. read more

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ordered a futon mattress online and they sent it without any filling, feels like a Carhartt jacket, they have a terrible return policy and worse customer service. read more

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 shopping here. read more

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Amazing gem store! I've been researching for weeks trying to find an organic healthy non-toxic baby mattress and finally stumbled upon this company that is local to me! I'm so incredibly thankful for running into the founder Suzanne who was at the store the day I came in with a list of items to view and buy. She helped me decide on the colors and materials for a nursery rocking chair I wanted along with a bunch of other products like body pillows. Her company and its items are seriously the most natural I could find after weeks of research - most companies claim to be natural and green certified but upon research they use polyurethane or polyester stuffing which is not VOC free! But this company avoids those materials and only uses the most natural organic materials. Best of all the products are made locally in SF or USA like an Amish farm Thank you again Suzanne for all of your help today and kind words of wisdom for a new mom to be! Xoxo read more

ALERT!!! Run Away!! GET OUT!!! Overpriced Scam AWFUL service Total JUNK!!! No RETURNS will be accepted!!! BEWARE of the overly friendly Matthew (San Marcos). Watched the man shake with anger, almost have a heart attack, when we tried to return the moldy 1 week old futon. We purchased it online to find out they had a local store they ship to. Picked up our 5 inch king size futon, which was compressed down to ONLY 2 inches in a roll of plastic. Matthew said "don't be alarmed and give it some time, and a few flips - it will puff right up. If you still don't like it after that, bring it back in for an exchange, no problem." We followed the care instructions on the company website to a "T", flipped it daily trying to fluff it (another total hassle)!! Not only was sleeping on it brutal on our backs (super lumpy), but it developed MOLD within 1 week - zero MOLD resistance! We had even opted for the overpriced $200 protective cover, which didn't work at all. The $800 futon and cover - 1 week old, ended up in the dumpster, with it's MOLD - which we think the spores must have already been there, since we picked it up on a rainy day and it was poorly packaged - no box!!! Our place was thoroughly pro cleaned prior to us moving in. Maybe one if they we're hilarious, could speculate the spores contaminated the futon while traveling on a dank shipping container from Wuhan! We ended up going to Mattress Firm and bought a REAL mattress. Save the HASSLE and the AWFUL customer service and bogus return policy!!!!!!!!!!!!!!!!!!!!! Still waiting for the Futon Shop to return our money!! Please contact us to resolve this issue! We are very reasonable, please give us our money back. read more

The Futon Shop - Moldy futon the futon shop - Furniture Stores Near Me - San Marcos, California

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First of all just let me say that this is a review about a online purchase from the Futon Shop. I ordered a full size 5" futon, and received the wrong size. They had notified me via email before I even had opened the box that they sent the wrong order, and then they proceeded to set up a 6 hour window for me to wait for the FedEx guy to pick it up the next day, without even confirming with me if the timeline was okay with me. I told them I would not be available that day, and so set up another day between the hours of 10am- 2pm. I waited at home that day, and received no call from FedEx, and FedEx did not show. For the initial delivery, in which I got the wrong order, I waited about 5 hours. Add to that another 4 hours wait for the pick up of the wrong order to be sent back. All in all we are talking 9 hours. I am expecting them to try to set up another time with FedEx, and honestly am not looking forward to waiting again. You would think after a major screw up that they would do their best to resolve the problem without further problems to the customer. Needless to say I cancelled my full size futon because of their incompetence, and got one from a store locally at a much better price. Good luck ordering online from them, as you will be rolling the dice. read more

Turn around and run as fast as you can. Horrible experience especially with the TFS store San Marcos in San Diego. Very rude salesman in the store. The quality of their futon and mattress is awful. Costumer service is very unprofessional. I will never order from this company again. read more

Don't order from this store! Order online from main store if you want your furniture delivered. Delivery that took days to even get scheduled didn happen and nobody even called to cancel. We prepaid for the order. Owner urged us to buy from him, not the main website (commission?). I asked about delivery upfront, and he said that it's available ( $200). We waited for days while he made it perfectly clear that he doesn't want to deliver. First, he said that it was not worth our money because it only takes 15 minutes to put assemble but when we insisted on needing it, he said that he can only come on late Sunday night and will take hours to put it together. Days after he received our futon and mattress, finally we were waiting for him to deliver it today. HE DIDN'T SHOW UP AND DIDNT EVEN CALL. I am guessing that he will drag this out until we give up, rent a truck and come to pick it up! Unprofessional, disrespectful. We ordered online from futon shop years ago, in Brooklyn, didn't have this type of problems. read more

(06/12/2021) We were looking into getting a futon and wanting to try some out, we came here to see what was available. Right away we were greeted and told so many things about what each futon or pillow had in it and how to care for it and what was available. We asked our questions and the sales person explained it very well and was able to laugh and carry on a decent conversation with them making it a very good shopping experience. As our final decision, we decided to order two side sleeper pillows aka the boomerang since we were able to try it out in the store. Would definitely recommend this place for all your futon needs and information! read more

Great service, prices and many options to choose from. Found a futon at a good price. Recommend. read more

The Futon Shop - Furniture Stores Near Me - San Marcos, California

This was about 3 years ago I think. We were looking for a new sofa but I wanted something nontoxic and read they have some futons made with natural latex. I went here to look at them. It was the weirdest experience. There was one guy working. Not sure if he was the owner or what. He did not want to help me. He did not want to sell me anything. I don't know what it was. Racism? I don't know but it was weird. He made me very uncomfortable and unwanted there. That was my first and definitely my last time there. read more

I ordered and paid just under $1200 for a queen size futon with cover. The delivery people arrived today, and assembled the futon...but had the wrong size cover... There was NO mention on any of the paperwork about delivery charge. When the delivery people got here, they told me that there is a $130 delivery charge that I have to pay them. When I called the store, the woman who answered said there's a sign in the store saying, "additional charge for delivery"... NOT acceptable... The furniture is great...and the service from the installers is great, but the service from the person at the store is horrible. I'll be seeing her in Small Claims Court...with a mask on. read more

I had a great experience shopping for both a bed and sofa at the futon shop. Lesia was very helpful with showing me all of the options. I found the perfect bed and couch for my needs. The customer service was excellent and the products are high quality. Thanks, Lesia! read more

I went in to see if a futon would suit my needs for guest bedroom suite. I sat on and looked at many different frames but feel in love with the wool and coils mattress! So fabulous to sit on and relax on. Well worth the cost...big difference in feel between it and cotton batting mattresses.the gal helped me decide which frame I would prefer ...it would make my guest room a nice room that I could use other than when I have company. I can set up my sewing room and still have nice couch that quickly converts to queen size comfortable bed. Buy from these folks. Very honest and helpful. read more

Bought a convertible chair-bed here. Visited both the La Jolla and San Marcos locations, and talked to both Matthew and Leisa. We ended up getting a great deal, and in particular both individuals were INCREDIBLY helpful and nice. Matthew talked to me about my questions and concerns, explained the pros/cons of the model we were interested in and a couple of possible alternatives, and during pick up Leisa helped me shoehorn the unit we bought into my car (saving us $100+ in delivery fees). I highly recommend this store, and would return if we ever need another sofa or bed - note that they don't only have futons; they've got lots of sofas, chairs, and accessories (pillows, covers, etc.). read more

Great little store. Lesia was wonderful. She answered our questions and helped us find and buy the perfect mattress. We never even knew that there was such a thing as a Wool and Organic Cotton Shiki Futon Mattress but it is perfect for us. read more

Fabulous service!! Matthew assisted us both times in the store and delivered our futon! He was attentive and very knowledgeable about their products and materials. Thank you! read more

Several weeks ago, my husband and I stopped here in search of 2 queen-size futons for our guest house. At 11am, we were the only customers in the shop and yet the proprietor behaved as if we were an interruption and our few questions, an annoyance. Consequently, we left rather quickly and purchased what we needed from another futon store with a salesperson who was as eager to please as he was helpful. read more

We bought a dog bed and some pillows here. The staff at the San Marcos store are fantastic. Just make sure you love what you buy because the owner has a very unfriendly return policy buried in the fine print of the web site. 20% restocking fee and only store credit which expires in 6 months. No refunds allowed. read more

The Futon Shop - Furniture Stores Near Me - San Marcos, California

Seems that my previous negative review was removed Horrible customer service, no cash refunds. Failure to communicate with a customer after a business transaction where the company has acquired monetary gain from the client without providing any services or product constitutes fraud and is liable for prosecution and maybe construed as a form of corporate theft. read more

Purchased a mattress from Lisa at The Futon Shop. She was so helpful and wonderful to work with and gave us a few recommendations. Since the one we wanted wasn't in stock in the size we needed, Lisa ordered it for us and it arrived quickly. The mattress is wonderful. Great quality at an excellent price! We definitely plan on making more purchases here in the future. read more

This place is a store that you must check out. Recently purchased a sofa bed when we got it home we quickly figured out that it was not going to work for us. We called and talked to the manager and returned it the next day, found a different one that would work for us. The Manager was very accommodating and very nice to work with Other Retail stores in the area could learn a lot from from him. He is the best! Highly recommend to anyone looking for a futon! read more

Scott was awesome! For real. He drove us over a futon topper in his own car when it came in. No delivery charge. Excellent service and thrilled with the non toxic product. Would buy again. read more

Lisa helped me out here. She was very friendly and helpful making it a fun experience as I try to figure out the right futon for me. Sure enough we found just the one. Great shop with quality furniture. Very pleased with my purchase. Lisa even helped me load it! read more

This place is amazing great customer service Lisa was very helpful and friendly great sales person and great personality!! We will be back I would recommend this place to anyone looking for a futon bed!! read more

Lesia helped me out! She was just full of smiles as soon as I stepped in the door. She was constantly checking on me to see if I needed any assistance and she answered all of my questions. Excellent customer service! I highly recommend this place for your futon needs! read more

Wow! We had the best experience shopping for our futon at The Futon Shop. Lesia was amazing and you can tell she truly enjoys her job! She was extremely knowledgeable and so very patient with us as we sat on almost everything they have in the store . We ended us getting a beautiful leather chase that folds down to a single bed which was perfect for our small office! Not only are their pieces functional, but also beautiful... if only we had more room we would've bought a 2nd piece read more

Looked around at several stores for a futon. Found this nice place with some great sales! Lesia is awesome and so helpful! Make this your first stop. You will be happy! read more

I was in the market for a futon mattress to replace an old one I had and go on a frame I already have. I stopped into this location of the Futon Shop and was greeted by Chris. Chris talked me through all the different options and price points. He was encouraging while I tested out each one. He told me about the sale items and let me feel multiple futon covers before I picked one. The check out process was easy and I left knowing clearly what the next step was (for me, it was waiting for a call from the shop once the order came in). The order was a little late due to the current climate of shipping delays, but only by a week and I was in no rush to receive the mattress so it was no problem. Chris also gave me great tips on how to put on the cover, wash it, and about rotating the mattress for maximum lifespan. The process was quick and easy and I now have a great futon for my living room. If I ever need another replacement mattress, I will definitely be coming back here! read more

We purchased a futon last night. Leisa was great. Very knowledgeable and friendly. She helped us pick the one that was perfect for us. Can't wait until it is delivered on Tuesday. Would purchase from them again. Thank you again Leisa it was a pleasure to meet you. Cindy and John Swayze read more

Gotta say....Lesia must be the most patient, friendly and accommodating sales person imaginable. I've been going in to the store for the past three months in an effort to make sure I chose just the right futon for my home. Anyone else would've thrown me out but not lesia. She patiently hand-held, show me fabrics, told me about mattresses (the place is a little overwhelming) until I found exactly what I wanted...and at a great price. I'm so very pleased. Hope she gets a good commission! read more

Thank you Lisa for making my futon/sofa bed buying experience so easy! Free pillow with review is awesome!

Lisa was so helpful to me and my husband. I first called the store and she kindly answered all our questions. We then drove an hour over there. We were there to try out what we wanted to order. And she was very helpful and knowing what kind of mattress we were seeking, suggested other options to try out as well. We ended up loving one of her suggestions and ordered two for our boys. Our 3 kids were in there with us. She was more than kind and patient with us. Its means alot because we have two sons on the spectrum and we arent treated so kindly at stores usually. I will always go there for furniture and bedding needs from now on. My son with sensory issues blurted how he hated the smell of something in there and she procceeded to relate to him and said how certain smells bother her and she knows how he feels. All around the best shopping experience I have ever had. Cant wait to pick up our beds when they come in! read more

Hey....Lesia was fantastic with me...she showed me just the right piece of furniture (a convertible, double twin, sofa, lounger) to use part time for my intermittently visiting grandchildren. I didn't know such a thing even existed! I was on my way to Ashley's to get an old fashioned day bed with a trundle, so outdated. Boy, am I happy I followed my intuition, did a u turn and stopped in after driving past the sign...a perfect versatile and space-saving solution to meet my needs. Also much more stylish and I know the kids will be able to use the piece themselves. Lesia gave me plenty of time with a supportive, low-key manner to hem and haw without rushing me as I spent twice as much as I was planning to....nevertheless, I'm thrilled with my choice and the new option. A great value as I bought the floor sample on sale. Thanks again, Lesia! read more

Thoroughly enjoyed Lisa's customer service! We came back three times and made the purchase for my boy's futon bed! He is very excited with the look and feel of the bed frames and mattress. I'm also getting pillows and another mattress for my room! It's hard to decide on the products though because I like many of them. read more

UPDATED REVIEW: When I first went to this place to get my futon was blown away by the quickness, and customer service. When it came to receiving my futon, that was a whole different story. First when I purchased my futon, I was told if I left a yelp review I'd receive a free pillow. Great. No problem, review sent. Three weeks go by, AFTER I was told my futon would only take a week. I work in the customer service industry, so I'm very understanding when it comes to mistakes. The nice lady let me know she forgot to order my futon and that it would be in next week. I call the next week, and I'm told my futon was still not ordered and it would be in the following Monday. (At this time I'm promised three pillows for the delay.) NOW, keep in mind I'm still not upset at this point..so it is what it is. I wait until Monday, and I go pick up my futon. UPON picking up my futon, I was told NO pillows are included. I had to ask for my "pillows" after waiting over three weeks for my futon to be in, and on top of that she only gave me one. I do know people mistakes, but when a customer needs to ask you for something YOU promised...there's a problem. I felt very uncomfortable even asking for a pillow, like I was a burden. I will never come back to this place, and anyone who asks me about it I will be nothing but honest. I was fine up until I had to ask for things that were promised to me. Very disappointing experience. read more

Looking for a futon cover. Lesia helped me and she was very friendly and helpful. I enjoyed working with her and ended up ordering a futon cover from the fabric swatches. She helped a few others while I was deciding and Leisa was cheerful and provided great service. read more