I woke up with a migraine for about a week and finally decided to get a new pillow. I'm on day three of being migraine free thanks to the contour latex pillow. The folks were lovely! I'll be back :) read more

When I received my futon there is a section that is underfilled. The dip happens on the end so that when you sit on the folded futon you slide off the end. I flipped and flipped it but it has not worked out. At first the company could not see the issue from my photos. Finally I sent a video and they acknowledged the issue. The company has offered to replace my futon. Hopefully this will happen! The futon is nice--I got a natural cotton one and there was NO outgassing. I also bought some organic cotton sheets which are very soft. I hope this works out overall. read more

The sales person I just interacted with was the rudest I have ever encountered. Zero interest in helping me or answering any questions. Really a dismissive (swear word). Avoid this store. Save yourself the hassle. read more

I needed some thing to replace a blowup mattress for my guest room, I've been researching futons and sleeper couches for some time. I decided on a futon because Victoria at the Futon Shop gave me great service and Futons these days are not the futons that your grandmother had in the 70s! I hit it just right - the futon I wanted was in stock and even more amazing, I could get it delivered and installed in the same week. If you need a Futon or daybed, or something else for your house, considered a Futon Shopping, Santa Rosa, and definitely speak with Victoria . read more

I have been shopping at the Santa Rosa Futon Shop for years. My favorite sales person is Chris. I love the choices they offer, my preference being organic chemical-free. Chris is informative, listens to my needs, and does everything he can to accommodate me. Because I like to compare products and prices, I can easily say The Futon Shop more often than not matches or does better than comparable outlets. read more

Update! Marina called me, and explained why PLA is required for futons. Also she checked and my futon was made fresh for me. I feel happy now thank you! I wish I had splurged and purchased a shiki futon from "Futons Made in Japan". At least they would have done it right. My futon from The Futon Shop is incorrect (I said NOT to include PLA in my futon, yet my futon is half PLA), AND I was told my futon would be made to order, yet it wasn't. These guys cut corners and don't do things right. Never again. read more

If it weren't for Tyler's personal dedication to customer satisfaction, this entire company would not be as successful! Thank you Tyler for guiding me through the process of purchasing a futon and frame. I really really only try to support true green/sustainable companies because I don't believe in consumerism on the level that society has pressured us into. Of course with bedding, getting something second-hand is just not an option for me, and I am beyond privileged to be able to afford such a nice sustainable product. From the initial transaction with Tyler, which was through the chat feature on Futon Shop's website, until now, I was so relieved to receive such a high level of service. I'm going through a move and remodel simultaneously and the amount of stress I've experienced just from poor customer service/stringency to poorly designed policies has been a nightmare. Tyler was able to alleviate so much of that stress just by communicating with me along the way and personally calling to ensure everything went smoothly. He emailed me the invoice immediately after the transaction and did everything with a breeze and kind attitude! It was so seamless. I can't speak for other locations/website matching this caliber of service so I recommend calling Tyler at the Santa Rosa location if you are not able to visit that store in person because he will facilitate the whole process for you in any of the locations, like he did so kindly for me. Thanks a million for being a gem in customer care. You guys at Santa Rosa location rock! Although I didn't get to come visit you guys in person, I really appreciate you overseeing the whole process for me! read more

Watch out- The comfort guarantee doesn't really exist and the mattresses are so heavy you will need several people to deal with them. I live in a tiny house and needed a futon that would be couch and bed so I ordered the full size chemical free mattress. Looking at it on line it looked too thick to be able to fold up but I was assured by the sales person it was the one everyone got for their futon frames. I did not read the entire Guarantee. It basically doesn't exist unless you have body builders as friends and live within driving distance of the store. My only option was to mail it back to them ($300! IF I could figure out how to stuff it back into a box!!!!) The mattress weighs 95 lbs and is so heavy I had to call two people to help me just to get it out of the box and onto the frame. It isn't just heavy it is awkward since there is nothing to grab onto. The first futon frame was metal and wouldn't fold because of the weight of the mattress. It worked fine with the thinner one that was on it before. I borrowed a wooden futon frame and it wouldn't fold either. If I had at least two very strong roommates I might be able to get it to fold up but that isn't a sustainable solution for a tiny house. So the moral of this story is: If you want a mattress/futon that folds that is chemical free you have to get the thinner one because the 8 inch thick one is ridiculous and doesn't work. Don't expect any understanding or help from customer service and don't let them talk you into a big heavy mattress that is going to physically hurt you as you attempt to fold it. Even if they gaslight you and tell you you are the only one who can't seem to fold it or that it must be your frame- know that others have had the same issue. read more

Last ditch effort to get this store's attention. I bought new sofa cushions in February and called within the first week to report 2 things: They were not cut to the size I ordered, so they left gaps in my couch, and there were depressions in both of them. I was told I had to file a claim on their website so I did so, including photos of the defects. I got a response the next day indicating a rep from my store (Tyler) would be contacting me. Two weeks later I still hadn't heard from Tyler so I emailed my claim agent again (with new photos showing even further depressions). Two weeks later I still hadn't heard from Tyler so I emailed my contact at Corporate AGAIN. Two weeks LATER... nothing. I called the shop, grateful to finally speak with somebody who promised to complete the process of my claim. I forwarded all emails to her and included new photos of even further depressions, along with measurement errors. It's been ONE MONTH since you gave me your word, Victoria. WHERE ARE MY REPLACEMENT CUSHIONS??!! read more

The staff was quite helpful. I am happy with my product and the price. My RV will be so cozy I may never go back home.

BEST CUSTOMER SERVICE! Just Ordered my ECO SOFA through Tyler! Easy and Fast! I contacted him through the online chat, he answered all my questions, and helped me purchase my non toxic Eco Sofa. He also never closed the chat message box so he was always ready to help and virtually available until I closed the msg box my self. SO AWESOME! He called me to accept payment and sent me my invoice within minutes! I've been saving up for this couch for a year! We look forward to a healthy couch! When it arrives I'll leave an update on delivery, Eco Sofa, and end to end experience! So exciting! Thank you Tyler!! Also, previously ordered a dog bed and it's made very well. my dog loves it! read more

I've spoken to customer service so many times. BTW folks.. some of their furniture comes from "made in China" (is what the box said); I assure you it is not "chemical free" from the smell of it as advertised on their website. (September 2018) I'd like to update this review since someone reached out to us: As of today, someone from customer service is attempting to help us.. Misunderstandings happen, especially when you're trying to run a business and hire employees who try to protect the company as much as possible. As of right now, someone different is trying to help us. I truly appreciate the help and believe in the intention of the person behind the message. Stay posted. Don't lose hope. Organic is good, and this company can do that to help us and the earth. read more

I went in not sure what i wanted yet but Rocco was so helpful and generous and really made sure i was satisfied with my decision, he really made the entire experience great so THANK YOU Rocco !!! you were amazing and i'll definitely be coming back read more

I am 100% satisfied with the futon I purchased back in October, and the service I received from the salesman. He was very knowledgeable about the various products in the showroom. He drove an hour to my place to deliver and install it; he also came back the next week to repair the futon after I damaged it (my own stupidity) and did not charge me a dime to do it. Excellent product, excellent service. I highly recommend this shop to anyone in need of a good night's sleep. read more

Are you sick of smelly new mattresses and interested in The Futon Shop's non-toxic options? DON'T DO IT. The mattress I bought from The Futon Shop doesn't smell like off-gassing plastics, which is great, but it does reek like a barn. Literally like sheep and animal feces. The website hilariously refers to this as a "fresh" smell, and states that it takes "up to a week" for it to dissipate. My experience is that after a month, it's still so strong that I don't want to be in the room with it, much less sit or lie on it. I've let it bake in the hot sun for hours, but no change. I finally purchased two mattress covers in the hopes of isolating the smell, but eventually the odor permeated those too. Here's how bad the smell is: the odor transferred to the mattress covers, and after washing them twice they still reek, *and now my dryer reeks too.* I mean, what the heck?! Please be more transparent about this on your website so that other people don't have to waste their time and money on products that won't work for them. I tried to post a review on their website to provide information on my experience so that other customers could use it to make an informed decision, but discovered that they won't let negative reviews post to their website (presumably that's why every review for every mattress on their website has an average 5 stars... I thought that meant the company and products are great, but now I'm seriously questioning that assumption). With better information, I could've picked a different mattress that would've worked for me, and been a really loyal customer. Instead, I feel really disrespected by this company, and just stuck. I can't even sell this mattress, given how much it stinks. Please learn from my mistake and give your hard-earned money to a different company. read more

This place is great. I have been a customer for over 20years. Chris is really knowledgeable about the all the products here. I have a couch and a latex mattress. Yes mattress. They carry futons and mattresses. They have all standard sizes and can make any size you want. I referred a friend who's son is well over 6 ft tall and they customized a bed for him. My couch is super comfortable and durable. The prices are great too. read more

this is a review that captures and experience from possible to unseen problems to a great success and appreciate for Chris for being objective. Moving into a studio apartment I wanted a small 2 person couch. Called the store and talked to Chris and he texted me a picture of one he recommended based on my preferences. When I went to the store I ended up purchasing the chair and when taking it apart to put in my car we found a hidden crack in a vulnerable spot...He immediately responded by knowing it was not to be purchased and it was apparent he had not known about it. I felt very confident in his representing the store as the manager. After looking at other options he helped me find a substitute at a reasonable price that actually offered a greater match to my needs. Turned out I was able to use the same cushion as the one I originally looked at as it had a really beautiful cover on it. I will be picking up my new chair tomorrow and appreciated Chris for showing just how important customer satisfaction is. read more

When I packed my stuff to move, I accidentally packed the hardware for my beloved 20+ year old futon that had been in storage but was needed at my next home. I called and spoke with Chris at this location and told him my dilemma. He told me to e-mail photos of the holes where the hardware would go; that he might be able to get me replacement parts. After e-mailing photos, I stopped by the shop the other day and Chris had a little packet of parts for me in his "scrap" box: Free of charge! I painstakingly re-assembled the futon today and everything fit! Thanks Chris for your patience and for the free parts. You saved me! read more

Tyler at the Futon Shop did a great job selling us our outdoor furniture. He went beyond above and beyond, never pressured us, and made the entire buying experience very pleasurable. Highly recommend! read more

I'm writing this review for a two reasons. First for the quality of their products. We purchased a Serenity Plus latex mattress. The mattress is completely assembled in their San Francisco factory. Excellent quality and free of all chemicals. And, sooo comfortable. I bought the mattress in San Francisco. Susan, the owner and Michael, the salesperson were great. But we live in Sonoma and so they had their Santa Rosa shop deliver it. We ordered the mattress on Thursday. On Friday Chris the manager of the Santa Rosa shop called and said he could deliver it at 8 am on Saturday morning before he went to work. Wow!!! Next day Service! He came exactly at 8am and was great. San Francisco forgot the cover we ordered and Chris said no problem he would personally check on it and call us with a solution. He called that day, Saturday, and said he would bring it by the following day, Sunday at 8 am. Again he got here exactly at 8. He not only delivered it but put in on the mattress for me. I did not expect him to do that. He went above and beyond. I also had some questions about the mattress and he was a wealth of knowledge. I was happy with my purchase before talking to him but now I'm ecstatic. Chris is professional and really knows his products. He also completely understands the meaning of customer service. We didn't even buy the mattress from him but he treated us like we were the most important customers on earth. I would give him 10 stars, if I could. I also can't wait until I need another mattress, pillow or anything else they sell, because you know I will go to see Chris in Santa Rosa. read more

GASP. I have had my leather futon for over 6 months and am still waiting for it to stop outgassing. For the first 3 months it was necessary to leave the windows open to allow some of the fumes to escape. When I called Chris about this health hazard he belligerently told me that there was nothing he could do. I offered to let him come to my house to experience the bad air quality in the room but he refused. I'm stuck!! read more

Been coming here for over a decade now. I've bought futons, beds, pillows, covers etc. Chris is absolutely friendly and helpful! I would highly recommend this place to anybody from a regular living space or guest room, to a compact apartment. There's a lot you can do with your space you never knew you had! When you have friends or family that need to stay for the night you cannot go wrong with one of their futons! Thanks for the great service you have offered me over the years! read more

THE MOST SLEAZY RETURN POLICY I'VE EVER HEARD OF!!!! This is the worst shopping experience I've ever had. I've never written a bad review before, but I cannot be silent about how furious I am with my experience. I ordered online because I am in New Jersey. The mattress I selected was listed as Medium Firm which should be fine for me since I've slept on soft and medium mattresses with no problem. My mattress arrives this week and there is NO SUPPORT!!! My lower back just keeps sinking all the way down to the floor. This is extremely painful and although I've tried sleeping on this for a few nights, this thing is absolutely terrible. I'm now sleeping on my hardwood floor because I don't have another mattress and this one is unusable. I contacted my sales rep hoping for either a refund or exchange for a firm mattress and he explained to me the most sleazy return policy I've ever heard of. They do not do refunds and you can only exchange for another mattress IF YOU PAY THE HIGHEST POSSIBLE PRICE FOR IT. Their website shows absurd prices for all of their mattresses. For example, the one I purchase is show as being $727 marked down from the original absurd price of $2,079 (like anyone would seriously pay over $2,000 for this crap!). If I want to exchange for a mattress that is listed for $800, I do not just pay the difference of $800 minus $727, I pay the full craziness price of $2,659 since that is the full retail price of the mattress they are selling for $800. I cannot find this scheme listed on their website, but this is what I was told over the phone. I'm now going to have to try and sell this brand new mattress on craigslist because I cannot use it and refunds/exhanges are clearly out of the question. I would not wish this place on my worst enemy. I've thrown $850 in the garbage with these people and if I cannot sell the mattress this week, I'm going to throw it away because I don't need to be reminded of this company having this useless crap in my room. YOU HAVE BEEN WARNED!!! read more

Came by to take advantage of their floor sample sale both the website and Google and the front door said they would be open at 10 AM on Saturdays. I'm here it's 1015 and they're still closed. I'll order something from Amazon instead and have it delivered to the house. read more

I went looking for a full sized couch that turns into a bed. I spoke with Victoria the night before and she remembered me by name the next day. She was very knowledgeable, kind and efficient. They are located in a prime shopping area. I ended up saving $100 because of her knowledge and guidance. I would highly recommend this shop to anyone interested in a futon. They've come a really long way since my college days. They're extremely comfortable and very attractive. read more

My friend used his van to picked up my futon and the store loaded a blemished floor model instead of the newly order futon saying they had kindly assembled the frame. The condition of the frame was not noticed until I was helping move the futon into my house. It was clear the frame had seen a lot more than assembly and a 5 mile drive. No discount or exchange since it was accepted for pickup at store. Soon after I found out that the owner is the sister of a friend but even that connection did not alter the outcome. read more

Be aware that this company has a no refund policy. They will give store credit only and thats after they charge you a 20% restocking fee. You are much better off getting a futon on Wayfair or from a company that allows returns if the purchase does not work out. Way better companies to purchase futons from. read more

I stopped in to see whats new in Futons. I was immediately disappointed in the lack of customer service. As I walked in, the clerk continued sitting at a desk, where she was talking with another Woman. I am not sure if both worked there, but they were NOT talking business. It was just conversation. I was not greeted, they did not look up at all. They continued as if I never walked in. There was not even a glance toward me, and I was the only other person in the store. I walked completely around the floor room, looking at Futons, and even some prices. I had a few questions, but didnt feel welcome enough to "interrupt" the ladies conversation. Then, I noticed the same Futon I have at home, which I paid just under $300 for 2 years ago on Industrial Dr. in Santa Rosa. It was priced at almost $700! And, its a pretty cheaply made set up. So, that was my second clue not to give them my business. Bad service, and overpriced merchandise. I headed to the door, still no glance from the clerk, and no break in the gabbing to the other lady about nothing to do with Futons. As I opened the door to exit, one lady says "Thank you for coming". I answered "thank you for NOT noticing me sooner, I wont be back". And, I wont. read more

I was on the Futon Shop website and decided to stop into the store to see some of their futons in person. The clerk in the store (Chris) was nice and helpful without being pushy. The store itself, though, was pretty run down, cramped, and a little depressing. Strangely the prices online were cheaper (from their Fall Sale) than they were in the store so I could order from the website and get a better deal. Not a bad experience but I wasn't blown away. read more

The shopping experience at The Futon Shop is very pleasant with nice store staff and a range of mattresses and frames to satisfy a broad range of sleeping needs. If you end up with something you are happy with and it performs as you had hope for, great, thank your good fortune. I ended up with futon which within two months developed a deep wallow in the middle and that is when my experience with The Futon Shop turned to disappointing and then downright disgusting. I purchased a rather pricey all organic queen sized wool-cotton-foam futon which I intended to use on the Japanese tatami bed I already owned. I mentioned this to the store's salesperson while shopping and she felt the futon should perform well on a tatami. When the wallow developed and I called the store where I purchased, I was informed that the reason for the wallow was because I placed the futon onto a tatami and the only thing they could offer me was to re-stuff the futon without the foam, but claimed this would not alleviate the problem in the future. They refused to refund my purchase cost. So next I called the Suzanne Diamond, the company owner with the hope of being heard and finding a solution. After all I was sold a futon based on full-disclosure of the type of bed I was to use it on, so, if the futon I was sold is not appropriate for such use, the Futon Shop bears responsibility for this. Instead, I was spoken to by Ms. Diamond, the company owner as a bothersome ignoramus who obviously knows nothing about futons. She told me outright she would not refund my money. Her solution was to repack the mattress and include springs, thus turning the futon into a one-sided mattress and clearly not what I wanted. I have been sleeping on futons for 30 years and I was not after a spring mattress. I would characteristic Ms. Diamond's manner as blatantly hostile and downright abusive. I was awestruck! During our conversation I had to say things like "Suzanne please listen to what I am saying" and "Suzanne please be nice to me; there is no reason to be so mean." I ended up with a re-stuffed mattress (without a refund for the difference between this mattress and the one that originally contained foam) and very unsettled and unpleasant feelings toward the company. Now I have to learn how to sleep with it. Suzanne Diamond may know a lot about futons, but from my experience, she does not have a clue on how to resolve problems that I'm sure occasionally arise. In light of my experience with the Futon Shop, my endorsement can only be a negative one. read more

Saying goodbye to the spring popping in my butt futon. "Made in China" as one of the sales associate put it when I asked if there was anything that could be done under warranty to fix this. At the time the futon was less than 6 months old. Still under warranty. "The clicker mechanism was the only thing covered under warranty. Nothing like hauling a $600 futon to the dump. I would recommend doing research before buying anything from The Futon Shop. Never again !! No Sale !! This is cheaply made. Buyer beware !! http://www.thefutonshop.com/Sofa-Bed-Peru-Chocolate-Lifestyle-Solutions/p/656/2679 Updated 06/07/12 Suzanne, It was not just one spring that came undone, I'm no upholstery specialist but I do have handyman skills. If it was easy enough to reattach by stretching it back and nailing it down I would have done that or better yet the guy working that day might have gave me that advice instead of some blow off statement like because it was made in China its not our problem. I even asked if he knew of anyone that did repair work. No help whatsoever. The problem I failed to mention is one of the springs snapped in half unable to reattach and like a domino effect each one down the line came undone and folded over under the fabric. I peeled or rather ripped the staples out on the black mesh cover to inspect the bottom side where the springs were, It turned out to be too overwhelming to begin to put it all back together. Unfortunately I hauled it to the dump today to be done with it. In my opinion that model of futon needs some serious upgrading in their workmanship or quality of material before I'll ever considering buying another futon anywhere. Thanks for your time, Ronald B. read more

We purchased a platform bed. during the first night, the middle support bar broke. The wood was glued out of several pieces and broke. We are out of the bed now for 3 weeks and have not received the replacement. 10 year warranty, what a joke. Do not purchase anything there, lousy customer service, no response. When they have your money, they do not know you anymore. Never again. We also contacted the manufacturer. they told us we need to pay for it, what is the warranty for??? read more

Wow I'm sad to see so many negative reviews on this place. We purchased an organic futon mat here for our child's room and have been very happy with it so far. In fact, we went here in search of a crib mattress just today. Of course I will update my review when the crib mattress arrives, but so far we've been very happy with our purchases and customer service here. read more

Very pleased with our crib mattress that we purchased. We wanted an organic chemical free mattress for our baby. After a lot of research and reading reviews we decided to go with the futon. I was happy with the price I saw listed on the website, only to be given a better deal in the shop. The baby sleeps well and we love that there was never a off gassing smell. We will be long time customers. read more

I sleep on a wool mattress I got here, awesome that they offer this unusual option, at a good price compared to other companies. Comfy stuff. I also just purchased two futon frames with cotton mattresses. They don't use any harsh chemical flame retardants, they use alternative options that off-gas less. Super comfortable, and handsome frames. Customer service is great, they offer eco and healthful alternatives to conventional mattresses. read more

We recently had a great experience purchasing a futon and frame at the Santa Rosa location of The Futon Shop. Victoria assisted us with our purchase and she was professional, friendly and extremely helpful throughout the process. We feel as though we got a great deal also. Very happy with our purchase and with our experience at The Futon Shop overall. read more

We have a teenager that has video games and will be heading off to college in a couple of years. We wanted something that can transition with him. Chris was terrific in explaining the different advantages of each of the different mattresses. He was professional and followed through with everything he promised. We are very happy with our purchase and our son is sleeping well! read more

Bought our Cal King futon there from Chris . Best nights sleep we've had in years the model he recommended was exactly what my wife and I needed thanks a million chris Allen read more

We now have two futons from the shop. The first one was purchased for use as a bed. It is, hands down, the most comfortable bed I have ever slept on. I have had some back problems and this mattress is so comfortable. We did splurge for one of the higher end mattresses, but it is worth it. For care purposes: we keep ours covered with a memory foam topper (And it isn't the memory foam that's doing it for me...have been using a topper for years on other beds and couldn't sleep through the night) and we also have a mattress cover that we wash. I want to protect this mattress...it needs to last forever! Yesterday we had delivered a second futon for the living room. This will be our couch and extra bed when we have guests. The guys who brought it over were great and the futon looks wonderful. We love this shop. Nothing but a great experience with customer service and product. read more

I recently purchased a 'back care plus' futon at The Futon Shop in Santa Rosa. The store manager, Chris, was extremely helpful. I asked him questions about the different futon products and I described what I had in mind. Chris answered my questions with great knowledge about the materials used in the futons and told me how they are made. He gave suggestions and told me about the differences among the futons that I was considering. I made my selection, the futon was ordered and it arrived at the store for my pick-up on the day it was promised. read more